Should You Reply to Negative Feedback?

Posted September 11th, 2018

Should you reply to negative feedback?

A common question asked by those collecting feedback is whether or not to respond to negative feedback. In our opinion, the answer is YES.

Positive feedback is great. It’s a virtual pat on the back. More importantly, it validates the work you’ve done and makes you feel good about yourself or your organization. Negative feedback on the other hand is much easier to ignore. It can often present additional work or invalidate the work you’ve done. But it should never be ignored. Here’s why:

It offers a rare path to improvement.

Trolls aside, people leave negative feedback because they are trying to help. They care about your organization or about it’s potential benefits. For every person who leaves negative feedback, many more will stay silent and simply walk away. Take negative feedback seriously and use it to improve your product or service. It may even be the case that no improvements are necessary there was a simple misunderstanding. In any case, you should always reply back to the respondent.

It opens an important dialogue.

It can be very angering to have feedback ignored, especially if the person is already upset. A quick reply can diffuse the situation immediately and open a meaningful dialogue between you and the respondent. You might not be able to solve their problem right away, but letting them know you care is a good first step. If you’re using a canned response, consider customizing it a bit by reiterating their concerns. As you work toward a solution, reply back with occasional updates or an estimated timeframe.

Not responding is responding.

Giving a respondent the cold shoulder signals that you don’t care enough to respond. At this point, they may take their grievance public and potentially damage your organization. A quick response only takes a minute and could save you significant trouble in the future.

What about anonymous feedback?

Before the release of Incogneato, replying to anonymous feedback was difficult, if not impossible. Incogneato solved that problem by allowing organizations to anonymously communicate with those who leave feedback. Acting as an intermediary, Incogneato relays messages back and forth, allowing the respondent to remain anonymous.

Improve your organization with Incogneato. Start your free trial now. Not convinced yet? Here are five reasons to choose Incogneato for your anonymous feedback.

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5 Reasons to Choose Incogneato for Your Anonymous Feedback

Posted March 9th, 2018

Collect Anonymous Feedback with Incogneato

There are many anonymous suggestion box solutions out there with varied features and philosophies. Incogneato includes many of the features offered by enterprise-level solutions at a fraction of the cost. Here are five reasons to choose Incogneato:

1: Lowest price
It’s amazing what some charge for an anonymous suggestion box. We work with organizations of all size, so we have to keep our prices within reach of everyone. That’s why plans start at just $9 per month.

2: We’re a trusted third party.
When collecting anonymous feedback, it’s important for your respondents to feel comfortable. Collecting anonymous feedback on your own server can make employees feel exposed and vulnerable. Even with the best intentions, you may inadvertently store log files that could later identify your respondents. Unless they choose to identify themselves, Incogneato keeps your respondents anonymous.

3: We’re the only one with anonymous chat.
One of Incogneato’s key features is the ability to hold an anonymous conversation. Often times that initial anonymous suggestion leads to more questions that would otherwise go unanswered. Anonymous chat lets you immediately ask a follow up question or for clarification.

4: We let you customize your box to fit your organization.
It’s important for your employees to recognize your brand when leaving feedback. That’s why we include lots of ways to customize your box including a your logo, a custom URL, and an introduction paragraph.

5: We take anonymity seriously.
While other suggestion boxes offer the option to stay anonymous, Incogneato is always anonymous because we believe strongly that anonymity breeds honesty. And there’s research to back it up. The Harvard Business Review found that respondents are much more likely participate in a survey if their anonymity is guaranteed.

We also take privacy and security seriously. In addition to using 256-bit SSL encryption for all communication, we also do not retain any personal identifying information of the person leaving a suggestion, other than an encrypted email address (if they choose to include one).

If you haven’t already, give Incogneato a try by setting up a free anonymous suggestion box. No credit card is required during your trial.

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Continue the Conversation with Anonymous Chat

Posted March 1st, 2018

So you’ve setup your suggestion box and are starting to receive some great feedback. While much of it is helpful, some suggestions are vague and need more clarification. That’s where Incogneato shines. All Incogneato plans come with a unique message relay system that lets you anonymously chat with your respondents, either via email or in real-time.

Here’s how it works:

1) When leaving a suggestion, your respondent has the option of including their email address. We encrypt it and never share it with you.

2) If your respondent included an email address, you’ll see a reply arrow beside the suggestion in your dashboard. Simply click the arrow to reply.

3) When you reply, your respondent will receive an email with your reply text and a link to continue the conversation.

4) If you’re logged in to your dashboard, you’ll hear a notification chime when someone replies so you can continue the conversation live in real-time.

If you haven’t already, test out this unique feature by creating a free trial account. It’s free for 30 days and no credit card is required. Not convinced yet? Here are five reasons to choose Incogneato for your anonymous feedback.

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5 Tips For Initiating Your Employee Suggestion Program

Posted June 23rd, 2015

If you’re reading this, then you are probably looking into launching your own employee suggestion program. At Corpell Anonymous Box, we’ve helped many organizations create successful suggestion programs, and have received our fair share of suggestions along the way. Based on our experience, we’ve developed these 5 tips to get you started.

1. Find a tool that works for you.

Of course we’d love for you to use Corpell Anonymous Box, but we understand that every organization has different needs (although we do offer customized solutions too). There are literally hundreds of solutions out there. Take the time to research and price all of your options. Make sure the one you pick offers up-front pricing and a free trial to test it out (all of our full-featured boxes are free for 90-days).

2. Get employee buy-in

Employee suggestion programs only work if your employees feel comfortable using them. Hold a meeting to discuss why you’re launching the suggestion program and offer sample ideas. If your reason is to save the organization money, tell them how that will benefit them (raises? better benefits?). If you’re using Corpell Anonymous Box, make sure they know that their responses are completely anonymous, and that they can anonymously chat with you about the suggestion.

3. Respond Immediately

It’s best to respond to – or at least acknowledge – a suggestion while it’s fresh in your employee’s mind. If you’re using Corpell Anonymous Box, you can anonymously chat with your employee if they provide their email address (which is encrypted and hidden).

If the primary person in charge of the suggestion box is out of the office, make sure you select an alternate so responses do not pile up unacknowledged.

4. Present ideas in a public forum

Regardless of whether or not you agree with the suggestion, get others to weigh in on it. Bring a list of your top suggestions to your group’s weekly or monthly meeting and let them decide. It may spark another idea that was much better than the first.

5. Take action

There’s no better way to prove to employees that their suggestions matter than to actually take immediate and meaningful action. That’s not to say you have to implement every suggestion – but if enough people think it’s worthwhile, at least put your organization on a path to achieving it.

Is there anything you would add to this list? Comment below or hit us up on Facebook.

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Collecting Feedback does not have to be Difficult or Expensive

Posted June 19th, 2015

Collecting customer feedback does not have to be a difficult or costly endeavor. You don’t need to read flashy white papers, sit in on a sales call, and then agree to a long-term contract just to collect suggestions. Corpell Anonymous Box makes it easy to create a feature-rich online suggestion box in seconds, which includes both a unique web page to collect your responses and html code to collect them directly from your website. On top of that, it’s cheap. Free for 90 days, and then just $20 for an entire year if you decide to renew. And best of all, you can anonymously chat with your respondents.

Here are a few tips on how to get the most out of your Corpell Anonymous Box

Do you have any suggestions for us? Is there a feature you’d really like? Here’s our official Corpell Anonymous Box for improvements/suggestions.

 

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What is Corpell Anonymous Box?

Posted April 1st, 2015

We like to call Corpell Anonymous Box “one of the most versatile online tools” because it’s so much more than an online suggestion box. The problem is, we’ve been calling it a “suggestion box” because it’s difficult to find a more appropriate way to describe it. That’s where we can use your help. In the comments below — or on Facebook — tell us how you would describe in Corpell Anonymous Box in 5 words or less.

Here’s a partial list of what Corpell Anonymous Box can be used for:

This, of course, is an evolving list and will get bigger over time.

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Adding an anonymous feedback link to your e-mail signature

Posted March 27th, 2015

Chances are, you’ve received an e-mail from someone with a little blurb at the bottom saying something to the effect of “How am I doing? E-mail my manager at my-manager@company.com”. By giving your recipient the ability to e-mail your manager, you’re boldly stating that you have full confidence in your integrity, and are willing to put your reputation – and possibly your job – on the line.

It can also be very useful to solicit feedback for your own use. For example, you could ask something like “Do you have any tips for how I could have better helped you?”

Corpell Anonymous box makes it easy to do both. And most importantly, it lets your recipients do it anonymously so the feedback may be more candid. Managers can create one box for each of their employees and have them place their answer page link in their e-mail signature line. Or, employees can each create their own box and do the same. Create as many boxes are you want at corpell.com.

Any other ideas for how to use Corpell Anonymous Box with e-mail? Post a comment below!

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