What feedback should I reply to?

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 their experience wasn't as expected, this is non confrontational and shows you are there to listen to their perspective without being defensive.
• Ask them to share their experience with you. Most often a customer who has complained via feedback is happy you are following up with them.
• Ask them what they would like done to resolve the situation. Often they don't want anything as being heard is enough or you may agree to some other outcome.
• The objective with most complaints is to resolve any issue and get the customer to come back.

Remember to add internal notes in Customer Radar against the feedback and close the ticket once it has been resolved. Find out more about comment management in this article: Your Comments Page