Most people have the feeling that protesting is only going to be a source of additional discomfort and a waste of time.
If consumers have a problem with a service, rather than a product, they are even more likely to say nothing. Most consumers don’t know how to protest about a poor service, or think it won’t do any good.(1)
As you can see, a complaint, congratulation, question or suggestion represents an extraordinary effort on the part of the consumer, and unless he is very upset, grateful or interested, he will not bother to send it.
As opposed to Twitter, Facebook or other public social networks and review pages such as Tripadvisor, Google My Business, Booking, Ekomi, Foroches…, EasyFeedback.com offers a private, direct and non-anonymous feedback channel to listen to suggestions, congratulations, queries and complaints from customers:
“The 92% of consumers who had a negative experience with the company, would be willing to return if: They would receive a formal apology from a superior; A promotional discount; A proof of real interest in the customer.”
With EasyFeedback you can react and “hold” your customers with a real-time response based on their mood. You give your client an immediate, courteous response, differentiated by the type of message they are communicating to you (Suggestion, Congratulation, Consultation or Complaint) and thus increase the chances of a satisfactory solution. The mood of a person who is sending you a complaint, is not the same as the one who communicates a congratulation and therefore the response you show will 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.