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    The Difference in Value of Feedback: Surveys and Online Reviews

    The Difference in Value of Feedback: Surveys and Online Reviews


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    Surveys and online reviews...

    Which one will give you the data and feedback you need to build a better business? Which one will attract more of the ideal customers you actually want?

    The unsatisfying answer is both.

    Surveys and reviews depend on customer engagement. They both offer qualitative and quantitative feedback. Doesn't this mean they're interchangeable then? That you can use one or the other to achieve the results you want?

    Used at the wrong time, surveys and online reviews are damaging

    Surveys and online reviews are an essential part of your marketing toolbox. But that doesn't mean it's a good idea to use these tools interchangeably.

    How should these tools be used, and when?

    Use reviews if you want to...


    • Create social proof
    • Increase customer trust
    • Position your business as a top/niche performer
    • Gauge customer experience (positive/negative)


    Use surveys if you want to...


    • Collect both qualitative and quantitative data
    • Keep feedback and findings private
    • Get specific answers to self-directed questions
    • Control the overall flow of the customer/provider relationship


    This is all pretty obvious though, right?

    Here's where things get dicey.

    Treat customer reviews like a quantitative survey tool and you'll end up using the wrong data to make terrible decisions. What if you use surveys instead of reviews? You know, to avoid the fallout from a negative review.

    Do that and you miss out on building trust and loyalty with your customers.

    This still doesn't tell us much about when to pursue reviews and surveys. To answer that question we need to understand the benefits of reviews and surveys.

    Read the rest of Andrew's post here. He goes on to explain the "hidden" benefits of surveys and online reviews, and how they differ.

    Do you agree with Andrew? Which feedback collection strategy works for your business or clients?
    Garrett Sussman | Grade.us Content Marketing Manager
    White-label Review Management Solutions for Marketers, SEOs & Agencies
    Twitter | LinkedIn | Facebook

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  3. #2
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    Re: The Difference in Value of Feedback: Surveys and Online Reviews

    Thanks so much for sharing Garrett! Can't wait to read!
    Linda Buquet .:. Forum Founder, Google Local Specialist

    If you benefit from advice here... Please pay the community back by sharing on social OR helping someone else at the forum. Thank you!

    Don't Miss Important News & Tips! Subscribe to Daily Email Digest Here

    Note: Due to mulitple RSI injuries, pardon short replies. Typos? Blame it on "Dragon".

  4. #3
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    Re: The Difference in Value of Feedback: Surveys and Online Reviews

    Thanks, Linda!

    Curious to know how forum members are prioritizing surveys and online review acquisition for their businesses and clients.
    Garrett Sussman | Grade.us Content Marketing Manager
    White-label Review Management Solutions for Marketers, SEOs & Agencies
    Twitter | LinkedIn | Facebook

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