If you’ve been in business long enough, you know that there is no way around negative customer feedback. Some people will love your product, some will hate it, some will just not give a damn. Getting negative feedback is important and will help you improve. If you know who to listen to and who to ignore! To make things a bit easier, we split negative feedback into 5 distinct group. You can read the full article on our blog here: http://customericare.com/negative-customer-feedback-haters-or-helpers

1. 5 TYPES OF NEGATIVE FEEDBACK
Who should you listen to?

2. YOU KNOW WHAT’S THE MOST
IMPORTANT THING I LEARNED
ABOUT NEGATIVE FEEDBACK?

3. YOU KNOW WHAT’S THE MOST
IMPORTANT THING I LEARNED
ABOUT NEGATIVE FEEDBACK?
It’s not always as useful
as you’d think!

4. NO MATTER HOW GOOD YOUR
PRODUCT IS, YOU CAN’T
PLEASE EVERYONE!
CLICK HERE TO READ MORE

5. ALL GOOD, BUT HOW DO YOU
MAKE THE DIFFERENCE BETWEEN
Useful
negative
feedback
Useless
negative
feedback

6. THE TRUTH IS, IT’S NOT ALL
BLACK AND WHITE
More like 50 shades of grey feedback

7. TO MAKES THINGS A BIT EASIER
We’ve divided negative feedback
into 5 categories
with examples taken
from comments on this
promo video for Slack:
CLICK HERE FOR
VIDEO

8. 1HATERS GONNA HATE
feedback
Hard to take this video seriously
when everyone’s using a Mac.
“ ”

9. Seriously? What the hell is that
supposed to even mean?

10. Seriously? What the hell is that
supposed to even mean?
What to do with haters feedback ?
1. Ignore it
2. Forget about it

11. How to spot
haters gonna hate feedback?
It’s usually shorter
than your average
feedback
It doesn’t leave any
room for
improvement
It doesn’t come from
customers

12. 2NOT YOUR TARGET AUDIENCE
feedback
crazy concept, but when you work in an “in
office” environment, you get up and talk with
people, keep meeting notes, have a central
server for files, etc…
You seriously need an aggregator (yet another
one I might add) to do that? Remote setups?
Maybe.
“

13. Ok this makes a lot of sense…
But tons of Slack customers do
use the product this way.

14. Ok this makes a lot of sense…
But tons of Slack customers do
use the product this way.
What to do with not your target
audience feedback ?
1. Carefully read it
2. Reply by explaining your vision or suggesting an
alternative product if relevant

15. How to spot
not your audience feedback?
It goes against your
core value or unique
selling point
It would require you
to totally change your
strategy
It doesn’t come from
customers
It clashes with
comments from your
actual users

16. 3CASE-BY-CASE
feedback
“There is nothing new. In our work team we
usually use WhatsApp (and yes, it haven’t
good file transfer). Also, for communications
with my colleagues i use Telegram, which
have excellent file transfer even on worst and
gov’t filtrated internet connections. So, what
additional capabilities provides your Slack?”
“

17. This user could use Slack to
have 1 tool instead of 2 but this
is still really specific feedback

18. This user could use Slack to
have 1 tool instead of 2 but this
is still really specific feedback
What to do with case-by-case
feedback ?
1. Determine if it comes from a customer or potential buyer
2. Give the user a tailored answer
3. Determine if the feedback can be useful at a larger scale

19. How to spot
case-by-case feedback?
It is really detailed
and specific
It’s something you
know won’t benefit a
large number of
users
It comes from
customers or
potential users

20. 4ALL GOOD, BUT…
feedback
I just wish the Android app was more
snappy. Takes looong to load incoming
messages. But yeah; Slack is awesome :)
“

21. This is excellent feedback I’ve
actually read from several Slack
users.

22. This is excellent feedback I’ve
actually read from several Slack
users.
What to do with all good, but…
feedback ?
1. Tell the customer what you are doing to solve the problem
2. Implement the feedback
3. Follow up with customers about it

23. How to spot
all good, but… feedback?
It comes from actual
customers who like
your product
It’s something that
would benefit a large
number of customers
It’s usually put nicely
but it doesn’t mean
it’s not negative
It suggests an
improvement not a
complete change

24. 5ROUGH DIAMOND
feedback
Ok but, what about an app demo? The
utilities and practical use? The video show
nothing…
“ ”

25. It could be confused with haters
or not your target audience
feedback. The difference is, it
can actually be helpful.

26. It could be confused with haters
or not your target audience
feedback. The difference is, it
can actually be helpful.
What to do with rough diamond
feedback ?
1. Study the problem (not solution) the customer is mentioning
2. Find an alternative solution
3. Follow up with the customer about it

27. How to spot
rough diamond feedback?
It points out a real
problem or pain point
You can’t really apply
the solution
suggested as is
It makes you wonder
«Why does he/she
thinks that?»

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