A research by InMoment’s market insights team found that when asked why they give feedback, four in five consumers stated that they enjoy offering feedback and making a difference. These customers feel that they are a part of the company and want to help it become better and succeed. More specifically, they do so to let companies know where they were doing poorly (57%) or well (49%).
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Why do they give feedback?īefore we dive into how to communicate with these customers, let’s take a look at why they would spend their valuable time offering us their feedback.Īccording to a whitepaper by TFM&A Insights, most customers give feedback because they want to express their opinion (64%). Regardless of the situation, how we communicate with customers who give feedback is very important. Replying to these requests are more tricky as we have to tell the customer that they won’t get what they want while trying not to disappoint them. However, in most cases we won’t be planning on building those features, or at least not any time soon. It might be easier to reply the customer in this scenario, and let them know the feature is on its way. In some cases, we might already be building the feature. The “bad” satisfaction tickets might be because we’re responding to feature requests in the wrong manner. Many of us have experienced similar situations before.
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However, the satisfaction survey comes back as bad, with a comment about the product, not the service. Support politely tells them that it can’t be done while still providing top quality service. Picture this scenario: A customer requests a feature. Do you notice that you get many “bad” satisfaction tickets when customers are requesting product changes or new features?