1. Overview

Private feedback allows customers to share their thoughts and experiences directly with your business without leaving a public review. This valuable input helps you identify areas for improvement, resolve issues promptly, and demonstrate your commitment to providing excellent service.

2. What Is Private Feedback?

Private feedback is:

• Comments or ratings submitted internally instead of being shared publicly.
• Triggered when customers express concerns or choose not to leave a public review.

How It Helps You

• Provides insight into customer experiences that may not otherwise be shared.
• Allows you to address concerns privately and improve satisfaction.
• Gives you an opportunity to turn negative experiences into positive ones.

3. How to Access Private Feedback

Follow these steps to view private feedback from your customers:

1. Log Into Your Account:
   • Open your Cresona Solutions dashboard.
2. Check Notifications:
   • Private feedback alerts will appear as notifications in your dashboard.
3. View Feedback Details:
   • Click on the notification to see the customer’s comments, rating, and contact details (if provided).
4. Take Action:
   • Review the feedback carefully.
   • Plan a response to address the customer’s concerns and improve their experience.

4. How to Respond to Private Feedback

Use these best practices to handle private feedback professionally:

1. Acknowledge the Feedback Promptly

• Respond as soon as possible to show the customer that their input is valued.
• Example message: “Hi [Customer Name], thank you for sharing your thoughts. We appreciate your feedback and are committed to making things right.”

2. Address the Concern Directly

• If the feedback mentions a specific issue (e.g., service quality, delays), address it directly and offer a solution.
• Example: “We’re sorry to hear that your experience didn’t meet expectations. We’ve looked into the issue and have taken steps to ensure it doesn’t happen again.”

3. Offer to Make It Right

• Whenever appropriate, offer a resolution, such as a follow-up call, a replacement, or a simple apology to rebuild trust.
• Example: “We’d like to make this right. Please let us know if you’d like to discuss this further so we can improve your experience.”

4. Keep Communication Private and Professional

• Avoid pushing customers to change their feedback or leave a public review.
• Use private feedback as an opportunity to learn and grow.

5. Using Private Feedback to Improve Your Business

Private feedback gives you actionable insights that can help you:

1. Identify Trends:
   • Look for patterns or recurring concerns (e.g., slow response times, communication gaps).
2. Train Your Team:
   • Share feedback with your team to improve processes and customer interactions.
3. Enhance Customer Experience:
   • Address individual concerns and refine your services based on customer suggestions.
4. Prevent Negative Public Reviews:
   • By resolving issues privately, you reduce the likelihood of negative reviews being posted publicly.

6. FAQs

Q1: How do I know if I’ve received private feedback?

• Private feedback appears as a notification in your Cresona Solutions dashboard.

Q2: Can customers who leave private feedback still post a public review?

• Yes, customers have the option to leave a public review, even after providing private feedback.

Q3: What should I do if a customer raises a major issue?

• Acknowledge their concerns, offer a solution, and follow up promptly to resolve the issue.

Q4: Can I reply to private feedback directly through the dashboard?

• Private feedback provides customer contact details (if shared) so you can follow up through email, phone, or other channels.

Q5: How often should I check for private feedback?

• It’s a good practice to check your notifications daily to stay on top of customer concerns.