How To Deal With Negative Customer Feedback

January 1st, 2018

Summary

Customers who provide negative feedback are called detractors, and their input, if made public, can deter others from patronizing a business. When an unhappy customer provides negative feedback via a survey, on social media, or through a customer-facing support team, organizations tend to react defensively. If an organization is dedicated to improving customer experience, it must have a process for capturing, analyzing, addressing, and integrating negative customer feedback into business planning and operations. In this report, we outline a five-step process for dealing with negative customer feedback.

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