2022 guest lecture from Georgia University of Business and Technology lecturer, how to build trust in digital platforms part 12

Mr. Tsotne from Georgia University of Business and Technology in a guest lecture on June 7 2022 at STEKOM University further explained the importance of feedback in building trust. Whatever service on the internet media we use, after completion we will usually be asked to provide feedback. Whatever our opinion will be considered important for the service provider we just used. Without feedback, companies will not know how users respond to the services they have provided. If you are left ignorant all the time, then the company's development direction may not be in line with the user's development of the service provider's platform.


This activity is part of the implementation of STEKOM University's commitment to increase various international activities in order to realize the vision to become an international-class university. Various international activities carried out by STEKOM University continue from year to year. There are international activities that are sustainable and there are also some international activities that are not sustainable. All types of international activities are accommodated and regulated by the International department of STEKOM University.


Feedback is an opinion or reaction about something, which is given from a message or product recipient to the message or product giver. The purpose of feedback is so that a product can be improved, created, and ultimately can provide satisfaction for both parties. Feedback can also be defined as useful information or criticism about actions, behaviors or products, which is communicated to parties who can use the information to adjust and improve these actions, behaviors or products now and in the future.


The main purpose of feedback is so that something, such as a product or other thing, can be followed up to create a form of improvement, so that both parties can be satisfied. The existence of feedback is a good thing that can bring opportunities to help improve and improve both individuals, groups, business units, companies and organizations. In addition, feedback can also be used to make more informed decisions and build and maintain communication with other parties.


Effective feedback has benefits for both the input giver, recipient, and related organizations. Here are reasons why feedback is so important:

1. Feedback is always there
It is undeniable that every activity that includes the business environment will generate feedback, both intentional and unintentional. Intentional feedback can be in the form of employee surveys, performance appraisals, critique columns, or job evaluations. However, in practice, whenever there is communication between workers, customers, vendors, investors, and others, feedback appears. Therefore, feedback is unavoidable.


2. Feedback is a tool for effective listening
As a top official or business owner, you sometimes have difficulty hearing voices from business-related parties. Therefore, feedback is used as a tool for effective listening. With survey tools, business owners can find out whether the product has been well received and the responses to the product. The same is true in the internal environment. Survey tools can be used to find out responses about work schemes and work policies.


3. Feedback can motivate
By asking for feedback, it turns out that employees can be motivated to work better. This is because when workers are asked to provide feedback, they feel valued and feel they can help formulate business decisions. Feedback from clients, vendors and stakeholders can be used to motivate building better working relationships.


4. Feedback can improve performance
Feedback in the form of negative feedback or criticism is a good tool to build and help formulate better decisions to improve and enhance products and performance.

5. Feedback is a tool for continuous learning
Invest time asking questions and learning about how others experience working with your organization. Ongoing feedback is important for a company or organization to stay aligned with goals, create strategies, develop product and service improvements, improve relationships, and much more. Continuous learning is the key to even better improvement.

6. Public feedback can bring in customers
Feedback that can be accessed by the public can increase the likelihood of new customers coming. Public feedback or what is commonly called online reviews, which are usually written by customers according to their experiences can increase interest from other customers.


Both positive and negative feedback is valuable information that is very helpful for making important decisions. A business that is performing well is one that consistently seeks and values feedback to continuously improve its products and performance. Feedback that must be considered is not only feedback from clients, but also from employees, suppliers, investors, and other stakeholders.


The best performing companies don't just receive feedback, they even intentionally ask for feedback. This is done because feedback that highlights both the weaknesses and strengths of the company is valuable information.