Best Practice Report

How To Deal With Negative Customer Feedback

January 1st, 2018


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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