How to Address Negative Customer Reviews in Your Campaign

Morgan Wright · 2025-08-01 21:39:59.218712+00

Hi Friends…you may have seen me post this question in another channel so my apologies... I am running a review campaign and got a frustrating review from a customer, although she have us 4 stars, it is mostly negative. One negative in particular she has the ability to change. I have attached a screenshot for context. How would you all handle a review like this?

How to Address Negative Customer Reviews in Your Campaign | CMAweekly Customer Marketing and Advocacy Slack

6 comments

· Sorted by Oldest

Shannon Howard
·
Hi NAME! Thanks so much for taking the time to leave a review. So happy to hear that you've found our product to work for your needs. Appreciate you taking the time to share thoughtful feedback. I will pass this along to our Product team for consideration. In regards to [thing they can fix], I'm happy to share that you're able to do this by [fix]. Hope you find that helpful!
Irwin Hipsman
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Shannon Howard I always get a little squeamish when I see support send a note with I will forward this to the product team for their consideration. It usually connotes it is going into a black hole. I might suggest sending the review to the product team and ask them how should I reply. If this is a key customer or an account about to renew, I might send it to the account team for them to respond.
❤️4
Shannon Howard
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Worth noting that I also compile all feedback and send to Support, Account Management, and Product for review and consideration. So that's part of my review plan as well—never just getting reviews, but making sure the right people see the feedback. That said, my priority is always a response. "I'll pass this over the Product team" is pretty reasonable. I can't guarantee it will get fixed or prioritized. I'm also not going to argue priority in a review response (i.e., this is not a priority for us but thanks for sharing). To your point, way better for a CSM to address, if needed.
❤️1
Katlin Hess
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I think Shannon's response is great. I've also had our Product Manager for the specific product reply and offer to set up some time to learn more about their experience!
🙌2

Axel Lavergne

We built a reply to reviews custom chat GPT for funsies a while back (also for R&D) This is what it came up with. I'd tweak it a little, mostly to not only acknowledge but also share a few (real) things that your product team is focusing on and hoping to improve soon. I do feel like it's important to acknowledge though, and show you understand, as a human, that this has been painful to them. I'm 100% with Irwin Hipsman here "'ll share with my product team" does not send the right message. While the person replying is an individual replying with limited impact on the company's overall product strategy etc., it's important to be on the customer's side here imo. Also agree 100% it's important to get the right person to reply.

Hi [Reviewer's Name],

Thanks so much for taking the time to share your feedback. I'm [Replier's name], [Replier's Role] here at KaiNexus, and I really appreciate your detailed review.
I'm glad to hear you find KaiNexus multipurpose and useful for managing different types of projects. It's always encouraging to know when the reporting capabilities are hitting the mark.

However, I hear you on the frustrations you're facing with some of the features. The issues you mentioned—like the time it takes to fix certain bugs, limitations with report flexibility, and the API—are definitely areas we're focused on improving. I understand how these can disrupt your workflow, and I'm sorry for the inconvenience they've caused. Your points about needing more control as an admin and the challenges with notifications are also very valid.

We're actively working on updates and enhancements to address these concerns, and your input is crucial in guiding those improvements. If you have any more specific suggestions or want to discuss these issues further, I'm here to listen.
Thanks again for your honesty and for helping us make KaiNexus better.

Morgan Wright
·
Y’all are the best - i love this community!! Each of these responses is so helpful. Thanks for helping me navigate this.
❤️1

Shannon Howard
·
Hi NAME! Thanks so much for taking the time to leave a review. So happy to hear that you've found our product to work for your needs. Appreciate you taking the time to share thoughtful feedback. I will pass this along to our Product team for consideration. In regards to [thing they can fix], I'm happy to share that you're able to do this by [fix]. Hope you find that helpful!
Irwin Hipsman
·
Shannon Howard I always get a little squeamish when I see support send a note with I will forward this to the product team for their consideration. It usually connotes it is going into a black hole. I might suggest sending the review to the product team and ask them how should I reply. If this is a key customer or an account about to renew, I might send it to the account team for them to respond.
❤️4
Shannon Howard
·
Worth noting that I also compile all feedback and send to Support, Account Management, and Product for review and consideration. So that's part of my review plan as well—never just getting reviews, but making sure the right people see the feedback. That said, my priority is always a response. "I'll pass this over the Product team" is pretty reasonable. I can't guarantee it will get fixed or prioritized. I'm also not going to argue priority in a review response (i.e., this is not a priority for us but thanks for sharing). To your point, way better for a CSM to address, if needed.
❤️1
Katlin Hess
·
I think Shannon's response is great. I've also had our Product Manager for the specific product reply and offer to set up some time to learn more about their experience!
🙌2

Axel Lavergne

Hi [Reviewer's Name],

Thanks so much for taking the time to share your feedback. I'm [Replier's name], [Replier's Role] here at KaiNexus, and I really appreciate your detailed review.
I'm glad to hear you find KaiNexus multipurpose and useful for managing different types of projects. It's always encouraging to know when the reporting capabilities are hitting the mark.

However, I hear you on the frustrations you're facing with some of the features. The issues you mentioned—like the time it takes to fix certain bugs, limitations with report flexibility, and the API—are definitely areas we're focused on improving. I understand how these can disrupt your workflow, and I'm sorry for the inconvenience they've caused. Your points about needing more control as an admin and the challenges with notifications are also very valid.

We're actively working on updates and enhancements to address these concerns, and your input is crucial in guiding those improvements. If you have any more specific suggestions or want to discuss these issues further, I'm here to listen.
Thanks again for your honesty and for helping us make KaiNexus better.

Morgan Wright
·
Y’all are the best - i love this community!! Each of these responses is so helpful. Thanks for helping me navigate this.
❤️1