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Contact Vox to learn about how we can help you create a comprehensive Customer Experience that drives bottom-line results dramatically higher.

Complaints can be used as valuable feedback to improve customer loyalty, service performance and profit. Customers who are satisfied with the way complaints are handled are more likely to purchase another product or service and are more likely to spread positive recommendations through word of mouth. 

Here are 5  tips to use feedback to your advantage:

1. Establish clear goals and run benchmarking studies to determine their success.
2. Centralize the complaint process and create a standard response system throughout the company.
3. Resolve complaints the same way they are filed, when possible (e.g., e-mail receives email).
4. Track complaints and regularly analyze trends.
5. Do not just fix symptoms; fix the root of the problem.

So when is a complaint a good thing? Whenever you are learning from it.