Most people have the feeling that complaining is only going to be a source of additional disturbance and a waste of time.
If consumers have a problem with a service, rather than a product, then they are even more likely not to say anything. Most consumers don’t know how to claim about a poor received service, or think they will not get anything from it.(1)
These are some of the reasons why people do not report their experiences to companies:
- It wasn’t worth it. Nobody was going to listen me anyway.
- It wasn’t that bad.
- It would have been a hassle.
- I didn’t know who or where to complain to.
- They would have been very hard on me. I could have been questioned about my protest and I would have to explain myself.
- I would have had to wait a long time before getting an answer.
- The department was closed at noon.
- I needed all the original documents and wasn’t sure where they were. I had thrown away the bill.
- The forms that I have to fill-in are very long.
- The person I wanted to complain to might not work there anymore.
- I wasn’t sure how should I inform about the situation. It was too personal. I would feel uncomfortable if I had to protest face-to-face.
- I felt partly responsible.
- I would have had to go up to the third floor, to the claims department. I didn’t have time.
- Last week I had a problem; they would have thought I was a jerk and a whiner!
- The last time I protested I got anything from it.
- I preferred to leave, say nothing and never come back. It’s easier that way.
- It would have cost me more to protest than the benefit I would get from it. I would have had to call abroad.
- The company’s customer service department requires me to send a letter.
As you can see, making a complaint, congratulation, question or suggestion represents an extraordinary effort from the consumers’ side, and unless they are very upset, grateful or interested, they will not bother to do it.
EasyFeedback offers an exceptional listening channel
The difference between our tool and others such as Twitter, Facebook or other public social networks and review pages such as Tripadvisor, Google My Business, Booking, Ekomi…, EasyFeedback.com offers a private, direct and non-anonymous feedback channel for sending feedback.
- Private: customers’ opinions are not public.
- Direct: they reach the board of directors of the organisation and the person responsible for its management.
- Not anonymous: the customer indicates his name, his contact details, whether or not he wants a reply, moreover, his e-mail address is verified.
“92% of consumers who had a negative experience with the company, would be willing to continue being their clients if they would receive a formal apology from the board of directors, a promotional discount or proof of real interest in solving the issue.”
With EasyFeedback you can give your client an immediate, polite response, differentiated by the type of message they are sending to you (Suggestion, Congratulation, Question or Complaint) and thus, increasing the chances of a satisfactory solution. The mood of a person sending you a complaint is not the same as the one who communicates a congratulation, so, therefore, the response they get should be different.
(1) Alan R. Andreasen, “Consumer Complaints and Redress: What We Know and What We don’t Know”, The Frontier of Research in the Consumer Interest, Ed. E. Scott Maynes y otros, (Colombia, Mo.: American Council on Consumer Interests, 1988), 708.
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The EasyFeedback team.