Comments on: SURVEY: How Quickly Should A Business Respond to a Complaint?

By: gaudensia

gaudensia — Tue, 05 Jul 2016 13:52:29 +0000

Different customers communicate their frustrations in different ways. Allowing different expression will help get the actual areas to improve. Thank you for sharing

By: Mike Blumenthal

Mike Blumenthal — Fri, 24 Jun 2016 17:54:14 +0000

In reply to Jeffrey Magner.

Hi Jeffrey

Yes it is a high bar but one that as you point out it would turn a complaint into a benefit for your company and distinguish you in a sea of mediocrity.

Obviously I am biased but I think that the new private complaint resolution flow we just added to GetFiveStars allows you to automate much of the process, control the conversation and track the details so that the 1 hour 1 day standard can be readily achieved

By: Jeffrey Magner

Jeffrey Magner — Tue, 21 Jun 2016 18:16:19 +0000

Respond in an Hour, Resolve in a day!! – Wow, Mike that is really setting a high bar. And I love it. ( I would have said 48 hours).

If a business actually did that – it would be so impressive that immediately the tone of the complaint would change. They would know that they are dealing with a company that truly cared about their customers, and they could realistically anticipate that resolution might be a possibility.

My personal experience is that 50% of my complaints never earn a response at all. It’s so commonplace to have crappy customer service these days that I actually am surprised by prompt & professional customer service.