{"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":[],"aioseo_head":"\n\t\t<!-- All in One SEO 4.9.9 - aioseo.com -->\n\t<meta name=\"description\" content=\"I have published a new article in the &quot;Complaint Series&quot; at GetFiveStars: SURVEY: 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\" \/>\n\t<meta name=\"robots\" content=\"max-image-preview:large\" \/>\n\t<meta name=\"author\" content=\"Mike Blumenthal\"\/>\n\t<link rel=\"canonical\" href=\"https:\/\/blumenthals.com\/blog\/2016\/06\/20\/survey-how-quickly-should-a-business-respond-to-a-complaint\/\" \/>\n\t<meta name=\"generator\" content=\"All in One SEO (AIOSEO) 4.9.9\" \/>\n\t\t<meta property=\"og:locale\" content=\"en_US\" \/>\n\t\t<meta property=\"og:site_name\" content=\"Mike Blumenthal | Developing Knowledge about Local Search\" \/>\n\t\t<meta property=\"og:type\" content=\"article\" \/>\n\t\t<meta property=\"og:title\" content=\"SURVEY: How Quickly Should A Business Respond to a Complaint?\" \/>\n\t\t<meta property=\"og:description\" content=\"I have published a new article in the &quot;Complaint Series&quot; at GetFiveStars: SURVEY: 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\" \/>\n\t\t<meta property=\"og:url\" content=\"https:\/\/blumenthals.com\/blog\/2016\/06\/20\/survey-how-quickly-should-a-business-respond-to-a-complaint\/\" \/>\n\t\t<meta property=\"article:published_time\" content=\"2016-06-20T19:44:24+00:00\" \/>\n\t\t<meta property=\"article:modified_time\" content=\"2016-06-20T19:44:24+00:00\" \/>\n\t\t<meta name=\"twitter:card\" content=\"summary\" \/>\n\t\t<meta name=\"twitter:title\" content=\"SURVEY: How Quickly Should A Business Respond to a Complaint?\" \/>\n\t\t<meta name=\"twitter:description\" content=\"I have published a new article in the &quot;Complaint Series&quot; at GetFiveStars: SURVEY: 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. 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