Unsure which feedback you should reply to? Find our recommendations, tips and best practices in this article.
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Replying to Feedback
The best practice for replying to feedback is to reply to all customer feedback, this way customers feel that their feedback is valued and your business can build trust with customers. However, we understand that you may not have time to reply to all feedback and then the best option is to reply to feedback with lower ratings first. All detractor feedback should be replied to as these customers have raised a key issue with your business that needs solving.
Your promoters are your happy, loyal customers and you want them to stay this way. Responding is a great way to let them know you appreciate their feedback and their business. Put yourself in their shoes, if you received a thank you from the store you’d be very nicely surprised and think WOW - what great customer service!
A passive customer is the most susceptible to competing offers from other business - your response may be that extra experience differentiator that leaves a great impression on them and retains them as a customer.
Detractors are the customers most unhappy with your business. If they've gone to the trouble of giving feedback they should be contacted to see if there is anything that can be done to help the situation, or solve the issue for them.
Tips on how to respond to Detractors:
- Assign a staff member in the organisation to be responsible for this.
- Customer recovery is important - dissatisfied customers can become your greatest advocates!
- Say sorry, this shows you are there to understand their situation and help.
- Just listen, 9 out of 10 times all customers need is to vent.
- Try to find a solution or offer reparation.
Remember to add internal notes and close the ticket once it has been resolved. Find out more about comment management in this article: Your Comments Page