Following Up Negative Feedback

All accurate data is good data. While there you need to analyze the data correctly in order to use it, more information that’s also handled correctly is always valuable to any type of business. But one might argue that you can learn more from negative experiences than you can from positive ones. Indeed, while it’s very important to know what you’re doing right, it’s perhaps more important to know what you’re doing wrong.

Within the SurveyMethods online survey software is a notification system that has been set up to send emails to someone when an answer has been “triggered.” For example, a recruitment company may set up an email alert when they receive an applicant that has a specific number of years working in the field, in order to flag that applicant and take them more seriously. But for businesses, the best way for this system to be used is to identify those that have left a negative response to your surveys, send an immediate email to a superior or customer service expert, and then follow up accordingly. This allows you to: Learn More – You can learn so much from negative experiences that following up further with someone that was stressed with your company can have tremendous value.

Even in anger, it’s possible for customers to share things that you hadn’t ever thought of before, and once they do, you can make changes to your business that should improve your long-term viability. Provide Customer Service – Following up is also a valuable customer service tool. By following up it shows the customer that they are important, possibly increasing your customer loyalty/satisfaction.

You may also be able to offer them some type of reward that changes the way they see your business in the future. Monitor Feedback Changes – If you start noticing that you’re receiving more negative feedback than usual, you’ll be able to identify when there is something currently wrong, versus a more organizational problem that needs fixing. The email option from SurveyMethods is designed specifically to make sure you are able to respond to customers as quickly as possible after negative feedback has been left, and learn as much about them as possible to reduce the likelihood of it happening again.

If you’d like to try this feature, contact SurveyMethods today or sign up for a low cost account.