

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)





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 to me anyway.



It wasn’t that bad.



It would have been a hassle.



I didn’t know who to complain to or where to complain. I didn’t find anyone to complain to personally.



They would have been very hard on me. I could have been questioned about my protest and had to defend myself.



I would have had to wait a long time before getting an answer.



The claims 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 to fill out are very complicated.



The person I wanted to complain about might have lost his job.



I wasn’t sure how to talk about the situation. It was too personal. I feel uncomfortable if I have 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 nothing happened.



I preferred to leave, say nothing and never come back. It’s easier that way.



It would have cost me more to protest. I would have had to call abroad.



The company’s customer service department requires the presentation of a letter.



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.





EasyFeedback offers an exceptional listening channel





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:



Private: customer opinions are not public.





Direct: they reach the direction of the business and the person responsible for its management.





Not anonymous: the customer indicates his name, his contact details, whether or not he wants a reply and his e-mail address is verified.



“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.