Unsatisfied customers

At the end of the surveys, Umanest collects optional feedback comments from your customers. 

According to the individual satisfaction level, Umanest triggers a different “Thank you for your feedback” page:

Negative and Neutral feedback

They are your customers at risk, potentially damaging or going to damage your business in the future.

The customers we identified as unsatisfied will land on a page saying sorry and asking for a comment on how the experience could be improved.

It represents an opportunity for the business to learn and improve, while keeping the feedback internally and avoiding a potential brand damaging complaint on a public forum such as a 1-star Google review.

Based on your account settings, their concern is raised to the concerned “elevation contact(s)” for the portfolio.

The customers we identified as “Neutral” will land on a page asking for a suggestion on how the company could get a better score in the future.

For these customers whose expectations haven't been met, it is all about being proactive and attending to their concerns early. The client retention and business reputation are on the line.

In all cases, tenants have the opportunity to respond anonymously.