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Hi Friends…you may have seen me post this question in another channel so my apologies... I am running a review campaign and got a frustrating review from a customer, although she have us 4 stars, it is mostly negative. One negative in particular she has the ability to change. I have attached a screenshot for context. How would you all handle a review like this?
Hi NAME! Thanks so much for taking the time to leave a review. So happy to hear that you've found our product to work for your needs.
Appreciate you taking the time to share thoughtful feedback. I will pass this along to our Product team for consideration.
In regards to [thing they can fix], I'm happy to share that you're able to do this by [fix]. Hope you find that helpful!
Worth noting that I also compile all feedback and send to Support, Account Management, and Product for review and consideration. So that's part of my review plan as well—never just getting reviews, but making sure the right people see the feedback.
That said, my priority is always a response. "I'll pass this over the Product team" is pretty reasonable. I can't guarantee it will get fixed or prioritized. I'm also not going to argue priority in a review response (i.e., this is not a priority for us but thanks for sharing). To your point, way better for a CSM to address, if needed.
Y’all are the best - i love this community!! Each of these responses is so helpful. Thanks for helping me navigate this.