{"id":19384,"date":"2016-06-20T15:44:24","date_gmt":"2016-06-20T19:44:24","guid":{"rendered":"http:\/\/blumenthals.com\/blog\/?p=19384"},"modified":"2016-06-20T15:44:24","modified_gmt":"2016-06-20T19:44:24","slug":"survey-how-quickly-should-a-business-respond-to-a-complaint","status":"publish","type":"post","link":"https:\/\/blumenthals.com\/blog\/2016\/06\/20\/survey-how-quickly-should-a-business-respond-to-a-complaint\/","title":{"rendered":"SURVEY: How Quickly Should A Business Respond to a Complaint?"},"content":{"rendered":"<p>I have published a new article in the &#8220;<a href=\"https:\/\/www.getfivestars.com\/blog\/category\/customer-experience\/\">Complaint Series<\/a>&#8221; at GetFiveStars:\u00a0<a href=\"https:\/\/www.getfivestars.com\/blog\/quickly-business-respond-complaint\/\" title=\"Permalink to SURVEY: How Quickly Should A Business Respond to a Complaint?\" rel=\"bookmark\">SURVEY: How Quickly Should A Business Respond to a Complaint?<\/a><\/p>\n<p>Critical to any complaint plan is figuring out the who, when and where of responding to them. I wanted to understand the consumer perspective so I asked two questions:<\/p>\n<ul>\n<li class=\"t402-r-q-hd-text\"><span class=\"t402-markup\" data-piping=\"\">When you complain to a local merchant how long is reasonable for them to respond &amp; resolve?<\/span><\/li>\n<li>If you have a complaint with a local merchant how would you prefer to express it to the business?<\/li>\n<\/ul>\n<p>I was surprised by their answers. I guess that national firms have conditioned too many consumers\u00a0to not expect a quick response. That strikes me as a huge advantage for\u00a0smaller, more agile firms that can respond quickly and effectively.<\/p>\n<p>I think complaint resolution has a <a href=\"https:\/\/www.getfivestars.com\/blog\/survey-happens-things-go-south-lose-customers-ever-know\/\">huge ROI\u00a0<\/a>and the ability to directly impact your future sales. Figuring exactly how your clients deal with it, will make your job much easier.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>I have published a new article in the &#8220;Complaint Series&#8221; at GetFiveStars:\u00a0SURVEY: How Quickly Should A Business Respond to a Complaint? Critical to any complaint plan is figuring out the who, when and where of responding to them. I wanted to understand the consumer perspective so I asked two questions: When you complain to a &#8230;<\/p>\n","protected":false},"author":262,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[24],"tags":[],"class_list":["post-19384","post","type-post","status-publish","format-standard","hentry","category-google-plus"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/blumenthals.com\/blog\/wp-json\/wp\/v2\/posts\/19384","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blumenthals.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blumenthals.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blumenthals.com\/blog\/wp-json\/wp\/v2\/users\/262"}],"replies":[{"embeddable":true,"href":"https:\/\/blumenthals.com\/blog\/wp-json\/wp\/v2\/comments?post=19384"}],"version-history":[{"count":1,"href":"https:\/\/blumenthals.com\/blog\/wp-json\/wp\/v2\/posts\/19384\/revisions"}],"predecessor-version":[{"id":19385,"href":"https:\/\/blumenthals.com\/blog\/wp-json\/wp\/v2\/posts\/19384\/revisions\/19385"}],"wp:attachment":[{"href":"https:\/\/blumenthals.com\/blog\/wp-json\/wp\/v2\/media?parent=19384"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blumenthals.com\/blog\/wp-json\/wp\/v2\/categories?post=19384"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blumenthals.com\/blog\/wp-json\/wp\/v2\/tags?post=19384"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}