Complaints include any criticism your company receives from customers who don’t feel like their expectations have been met. Clients will bring these complaints to your support team or even the CEO, usually expecting feedback, compensation or some kind of resolution.
While no one likes getting complaints, they can actually help support teams, business managers, and product developers when it comes to measuring success and addressing problems you might not know about otherwise.
Beware of your silent sufferers, too — those who haven’t logged a complaint but are somehow unsatisfied.
You might be able to find and reach out to them by searching for mentions of your company on social media, reading reviews, and sending out surveys. By reaching out to these customers sincerely, you have the chance to show them how seriously you take support.