You did your research before you launched your website, right? Well, feedback is the ongoing research that tells you if you’re going in the right direction, so it’s important to have a customer feedback section or contact form on your website.
The most important thing for any business is to satisfy customer needs, that is, do what your customers want you to do and do it well. You need to know that you’re ticking all the right boxes and the only way to find this out is to ask. Most of the really happy customers will not give you feedback, but it’s the disgruntled ones that count. These are the people you may just learn from. But remember, only about 20% of your unhappy clients will leave feedback, so be aware that there may be a number of unhappy folks lurking out there.