{"id":159895,"date":"2023-10-10T00:30:00","date_gmt":"2023-10-09T22:30:00","guid":{"rendered":"https:\/\/brand24.com\/blog\/?p=159895"},"modified":"2025-12-19T14:39:32","modified_gmt":"2025-12-19T13:39:32","slug":"how-to-collect-customer-feedback","status":"publish","type":"post","link":"https:\/\/brand24.com\/blog\/how-to-collect-customer-feedback\/","title":{"rendered":"How to Collect Customer Feedback? Methods + Pros&Cons"},"content":{"rendered":"\n

Did you know that average e-mail surveys get less than a 25% response rate? That doesn’t sound promising. This means you need a smart approach to collecting customer feedback. Read further for 7 effective methods, helpful tools, and the pros & cons of each feedback method.<\/p>\n\n\n\n

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There’s a wide range of methods for customer feedback collection. They vary in effectiveness and depth of insight. You can use both passive and active approaches to collect customer feedback.<\/p>\n\n\n\n

Passive techniques are non-intrusive data collection. It’s a so-called indirect feedback. Active strategies involve targeted surveys to gather specific insights from targeted groups.<\/p>\n\n\n\n

Let’s explore the tools and strategies to help you optimize your customer feedback process.<\/p>\n\n\n\n

How to collect customer feedback?<\/strong><\/h2>\n\n\n\n

01 Brand monitoring – check user-generated content<\/strong><\/h3>\n\n\n\n

Brand monitoring<\/a> is a powerful method. It’s a passive customer feedback collection, yet it’s very insightful. It gives a holistic overview of brands’ online situation thanks to a wide range of metrics.<\/p>\n\n\n\n

With tools like Brand24, you can effortlessly track what people say about your brand across the Internet.<\/p>\n\n\n\n

The most fundamental feature is the Mention Feed. It allows you to keep a close eye on all brand mentions<\/a>. This way, you don’t need to prompt customers to answer specific questions or participate in surveys. Here, you can find everything you need to know.<\/p>\n\n\n\n

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Brand24: McDonald’s mentions<\/figcaption><\/figure>\n\n\n\n

You can browse through mentions, adding specific keywords to focus on a particular aspect. This way, you will get more detailed and meaningful feedback.<\/p>\n\n\n\n

Let’s say you are a quality expert at McDonald’s. You monitor the feedback for the whole brand, but today, you want to learn specifically about the fries. Nothing easier. Type fries in the search bar.<\/p>\n\n\n\n

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Brand24: McDonald’s mentions about fries<\/figcaption><\/figure>\n\n\n\n

What’s also nice and useful is that you can answer your online mentions. From the mention in your dashboard, you can go directly to the mention\u2019s source and interact with it.<\/p>\n\n\n\n

Whether you get positive or negative feedback, you should address the comment. With the former, be grateful and say thank you. When you get the latter, solve the problem and mitigate the situation.<\/p>\n\n\n\n

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Brand24: McDonald’s negative mention from Twitter (X)<\/figcaption><\/figure>\n\n\n\n
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McDonald’s answering thier social media mention<\/figcaption><\/figure>\n\n\n\n

Brand24 not only provides mentions but also analyzes them. It counts several metrics to help you monitor your overall online performance.<\/p>\n\n\n\n

We also equip you with AI-powered metrics that guarantee the deepest level of insight alongside ultimate precision.<\/p>\n\n\n