5 Types Of Negative Customer Feedback (Who Should You Listen To)

5 TYPES OF NEGATIVE FEEDBACKWho should you listen to?

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

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

It’s not always as useful as you’d think!

NO MATTER HOW GOOD YOUR PRODUCT IS, YOU CAN’T

PLEASE EVERYONE!

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ALL GOOD, BUT HOW DO YOU MAKE THE DIFFERENCE BETWEEN

Useful negative feedback

Useless negative feedback

THE TRUTH IS, IT’S NOT ALL BLACK AND WHITE

More like 50 shades of grey feedback

TO MAKES THINGS A BIT EASIERWe’ve divided negative feedback

into 5 categories

with examples taken from comments on this promo video for Slack: CLICK HERE FOR VIDEO

1HATERS GONNA HATEfeedback

Hard to take this video seriously when everyone’s using a Mac.“ ”

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

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

What to do with haters feedback ?

1. Ignore it2. Forget about it

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

2 NOT YOUR TARGET AUDIENCEfeedback

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.

“”

Ok this makes a lot of sense… But tons of Slack customers do

use the product this way.

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 it2. Reply by explaining your vision or suggesting an alternative product if relevant

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

3 CASE-BY-CASEfeedback

“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?”

“”

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

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 buyer2. Give the user a tailored answer3. Determine if the feedback can be useful at a larger scale

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

4 ALL GOOD, BUT…feedback

I just wish the Android app was more snappy. Takes looong to load incoming

messages. But yeah; Slack is awesome :) “ ”

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

users.

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 problem2. Implement the feedback3. Follow up with customers about it

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

5 ROUGH DIAMONDfeedback

Ok but, what about an app demo? The utilities and practical use? The video show

nothing…“ ”

It could be confused with haters or not your target audience

feedback. The difference is, it can actually be helpful.

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 solution3. Follow up with the customer about it

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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