Innovative Feedback Systems for Gen Z: A Customer Success Perspective
By Atinuke Kareem
Let’s face it. Feedback is the lifeline of any successful business. Without it, brands operate on assumptions, and assumptions rarely lead to growth. Without feedback, businesses are just guessing. In today’s customer-driven world, listening isn’t optional; it’s survival.
And that’s why our feedback systems must adapt to capture real-time insights at the rate at which Gen-Z evolves. This article breaks down the new status quo, and how it is driving innovation in the customer success team at Squareme.
Let’s dive in!
Why Gen Z Feedback Is Unique
Here’s the thing about Gen Z: we move fast, and we value honesty. No one wants to fill out a 10-minute survey hidden in their inbox.
What do we want? Quick, real interactions that feel natural. Feedback should feel like a reaction, not an exam. Feedback should be as seamless as sending a reaction or dropping a comment, interactions that feel natural and honest. Keep it concise, straightforward, and make it feel like a conversation, not an interrogation.
Old School vs. New School Feedback
Instead of reiterating traditional methods like lengthy surveys, we’re switching things up at Squareme. We know that Gen Z prefers dynamic, interactive formats like:
- Quick polls instead of long forms
- Social media listening from comments instead of waiting for quarterly reports/reviews
- In-app chat feedback instead of follow-up emails
Rather than see this as a complicated addition to an already complex feedback system, what if it’s a way out? No more guessing or interpreting options when you can hear directly from the users, and understand their unique contexts. The secret is simple- meet people where they already are and watch the magic happen. We’re currently practicing this, and what a journey it has been!
Here are some tweaks we’ve made to our feedback collection system that make it more human, organic and fun for Gen-Zs:
- Emojis & reactions to capture real feelings
- Gamified polls that spark engagement
- Quick star ratings and sliders
- Casual DMs for one-on-one input
- Phone calls that signal unique care and trust
Obstacles We’ve Encountered
Ever heard of over-stimulation? Millenials may not relate but Gen-Zs can. Mental health is a thing, and with the state of the world today, it’s already on edge. Sometimes, even the best practices just land on the wrong day, and persistence can look like desperation. Turns out GenZ doesn’t like that either.
A few tricks that we’ve pulled in navigating these include:
1. Patience: I like to say we make batch orders each monday and pretty much survive on scoops of patience. We keep conversations thoughtful and kind - even over text. You never really know what anyone is going through, so even with feedback, we apply kindness and patience.
2. Timing: Spam is annoying. We don’t want to become known for spamming. So, we take breathers, space out messages and read the room to the best of our abilities. If a new government policy just dropped and taxes get hiked, maybe it’s not the best time for a financial service provider to send a mail or make calls, regardless of the purpose. The user is an economic disconnect.
3. Study and reiterate: This is our bestselling strategy. We observe, and we try again. We learn and apply new findings till something sticks. And it will. With time and patience.
At Squareme, we know feedback is a two-way street. That’s why we focus on real-time input - in-app prompts, instant polls, chat-based conversations, and surveys. When we capture insights while experiences are still fresh, we don’t just respond faster, we build trust. This approach not only helps us respond faster but also builds stronger trust with our users.
Here’s the bottom line: better feedback means happier customers. Happier customers don’t just stay, they become loyal fans. For Gen Z, feedback isn’t just about sharing opinions. It’s about being heard. And when brands truly listen, that’s where the magic happens.
