Using Negative Survey Responses to Improve Customer Retention

Online surveys are a great way to get into the minds of your customers and receive real feedback on your company, for everything from products or services to customer service performance. But unfortunately, not all of your customer feedback is going to be positive and glowing.

What happens when you receive negative feedback on a customer survey? Believe it or not, negative survey responses are an excellent opportunity to improve your customer retention, and your business as a whole. However, too many companies take either passive action for negative feedback, or worse—no action at all.

Why—and how—to respond to negative feedback

It’s a common strategy for businesses to ignore negative comments, often with the idea that paying no attention makes it less impactful to other customers. However, addressing negative feedback actually benefits companies in big ways, and can even turn disappointed consumers into regular customers. Addressing your customers’ concerns shows that you care about their experiences with your products or services.

Here are a few tips on addressing negative survey answers:

  • Respond as quickly as possible—the longer you wait, the more dissatisfied customers become.
  • Be gracious, polite, and appreciative of the feedback, even if you believe the customer is wrong.
  • Offer to correct the problem in an appropriate manner, whether it’s sending a replacement, giving a refund, or discounting future purchases.
  • Give the customer a way to contact you, and invite further feedback.

Informatix helps you make the most of online surveys

Online surveys are powerful tools for your business. At Informatix, we can handle the entire survey process—from writing engaging questions that solicit more information, to gathering and analyzing the results. We’ll also alert you right away whenever you receive negative responses, so you can take the appropriate action.

Contact us today to learn more about our online survey creation and implementation services.


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