The Dos and Don’ts of Responding to Customer Feedback

Customer feedback is vital for any business. Feedback helps businesses understand what their end users like and dislike, what they need, and how to improve their products and services. However, how businesses respond to feedback is equally important. Responding to feedback shows that you value your clients and their opinions. To make the most out of customer feedback, a business needs to use an appropriate customer feedback tool. These tools help in understanding customers and their feedback and make responding to feedback more efficient.

This article will explore the dos and don’ts of responding to customer feedback and enabling businesses to improve their customer relationships and enhance their services.

Do Respond Promptly 

Patrons expect businesses to respond promptly to their feedback. They want to know that their opinions are heard and that the business is taking steps to address any issues. Responding promptly also helps prevent negative feedback from escalating into a public relations nightmare. 

Don’t Be Defensive 

It’s natural to feel defensive when you receive negative feedback. However, responding defensively can do more harm than good. It can make the client feel unheard and unimportant. Instead, take the time to listen to the feedback and try to understand the end user’s point of view. 

Do Thank the Customer 

Clients who take the time to leave feedback are doing you a favour. They provide valuable insights that can help you improve your business. Make sure to thank them for their feedback, regardless of whether it is positive or negative. Express your appreciation for their time and effort, and let them know that their feedback is important to you.

Don’t Make Excuses

When responding to negative reviews, it’s important not to make excuses. Excuses can make the customer feel like you are not taking their concerns seriously. Instead, take responsibility for the issue and offer a solution. Explain what steps you are taking to address the issue, and ensure the patron knows you are committed to resolving the problem.

Do Be Personal 

Users appreciate a personal touch when it comes to feedback. Address the client by name, and use a conversational tone in your response. This will show the client that you are a real person who is committed to providing excellent service. 

Don’t Ignore Feedback 

Ignoring feedback is a surefire way to lose prospects. Even if the feedback is negative, it’s important to acknowledge it and take steps to address the issue. Ignoring feedback means you don’t care about your end users or their opinions. 

Do Offer a Solution 

When responding to criticism, it’s important to offer a solution. Patrons want to know that you are taking their concerns seriously and committed to resolving them. Offer a specific solution that addresses the person’s concerns, and follow through on your promise. This will show the patron that you value their opinion and are committed to providing excellent service.

Don’t Make Personal Attacks 

Avoid making personal attacks or insults, even if the feedback is negative. Responding professionally will help you maintain your reputation and show that you are committed to providing excellent service.


Using the right customer feedback tool and responding to customer feedback is essential to any successful business. By responding promptly, thanking the person, being personal, and offering a solution, you can show your patrons that you value their opinions and are committed to providing excellent service. Remember, feedback is a gift, and by responding to it correctly, you can turn it into a valuable asset for your business.


About the author

Thomas Alloway

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