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How to create an engaging customer satisfaction survey for a product?

Agnieszka Szczepanowska
14/12/2023 | 4 min read
How to create an engaging customer satisfaction survey for a product?

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    Is the appearance of negative customer reviews the beginning of the end for your brand? Of course not! But should we pay attention to them? Definitely yes. Brand transparency is extremely important for today's consumer. Social media and Google Maps listings are definitely a "must-have" for every company nowadays. This is where we show our potential customers what stands behind our brand and build its image. Social media also provide a platform for companies to engage in dialogue with their users. Unfortunately, these conversations can sometimes be difficult. Consumers are not always satisfied with our services and share negative opinions and critical comments. What should we do then?

     

    Users and their negative opinions - is the customer always right?

     

    We often hear that we should not argue with the customer and should accept all their critical feedback. Constructive criticism is worth more than the greatest compliments. Thanks to it, as a company, we can improve day by day and better meet the needs of our customers. This way, a brand can build a reputation of listening to people and wanting to engage in dialogue with them. That's why it's so important to respond to negative reviews and reply to comments. However, it is worth emphasizing that each comment requires proper verification. Negative reviews can also be written by internet users who have never had any contact with our product or services. Of course, we should focus on resolving the problem, but it is worth considering whether we have fallen victim to a false review.

     

    How to respond to negative comments while maintaining the company's image?

     

    As mentioned earlier, before responding to reviews, verify whether you have become a victim of false evaluation. Approach every comment - positive or negative - with full professionalism. If you suspect that a comment posted by an internet user does not reflect reality, consider reporting such a review. You can report such a review for verification on the platform where it was posted. The procedures may vary depending on the platform, but whether it's on Google or Facebook, everything is clearly explained, so you know what steps to take.

     

     

    Unsatisfied customer, criticism. How to turn a negative opinion into something positive?

     

    If we have already ruled out the possibility of receiving an untrue opinion and we know that the fault lies on our side, we should take the following steps. First of all, try to establish contact with the customer as quickly as possible. Today, every second matters, and dissatisfied consumers especially dislike waiting. At the beginning, it is worth apologizing. Then try to put yourself in the customer's shoes and see the whole situation from their perspective. It's just like in social relationships. If someone sees that you have actually noticed the problem and are trying to see their point of view, the chances of peacefully resolving the conflict significantly increase. Stay calm and polite. Even if you don't fully agree with a particular opinion and the customer strongly insists on their point, remain courteous and don't let yourself be provoked. The less negative emotions, the better for both parties. It may seem trivial, but remember to use correct spelling. Writing with spelling mistakes will certainly not build your authority and may only worsen the situation.

     

    To avoid discouraging the customer from your brand, consider offering some form of compensation. Do you run a restaurant? Offer a free dish. If you own a clothing store, send a new garment or a discount code. This way, we can turn our initial failure into something positive. An unsatisfied guest will not turn away from us forever. Thanks to a professional approach and a successful resolution of the issue, it is very likely that they will give us a second chance.

     

    Who should respond to negative comments? Why is it so important?

     

    It is important for every company to have a customer service department that will constantly monitor all reviews and be able to quickly respond to negative comments. Why do we recommend being aware of online comments and managing them properly? This way, we build a reputation for a brand that is open and responsive to consumer opinions.

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