It is key to know how your customers' are feeling about your services. if your customers are not happy, you need to be the very first to know about it, and you need to fix it.
Happy customers are good for your business; they’re more likely to buy from you again, to remain loyal to your brand, and to recruit other customers for you. This works whether you track them or not.
However, an unhappy customer will most likely tell more people about their bad experience, never shop with you again, and become one new customer for your competitor. Therefore keeping an eye on your customer reviews will allow you to monitor the customers thoughts of your business.
That’s why it’s essential to find those unhappy customers quickly, before your competitors do, and to find out what you can do to make them happy.