Turning negative feedback into positive action

You care about your business. The people most important to your company – clients, industry partners and employees – are at the heart of your success, so receiving positive feedback from them is welcome, morale boosting and evidence that you’re getting it right. On the flip side, hearing anything less favourable can be a tough pill to swallow…but it can also be a springboard to greater success.

Two hands are side by side. The left hand holds a flag with a sad face and the right hand holds a flag with a happy face
The purpose of a perception or feedback survey is to gather constructive feedback that can help you improve – unearthing honest, meaningful, and actionable insights.

That means digging deep to make sure all bases are covered, and the right mix of crucial questions is asked to get a comprehensive picture. It’s important to be armed with the full scope of views, the bad as well as the good.

Nobody likes criticism but it’s precisely those nuggets of constructive feedback that are most valuable. The operative word is ‘constructive’. Our engagement process is based on real conversations, getting to the crux of the matter and sparking recommendations for improvement.

The key is to grasp this unique opportunity. You have gained access to sentiments and suggestions that you otherwise may not have known for years (or ever). You can now direct them into positive, transformational change.

Once answers emerge and the quantitative (i.e., scoring) and qualitative (emotion-based responses) data is analysed, you can identify trends. For instance, your stakeholders may not be aware of your presence in a particular market or that you provide a certain service; they may want to receive more communications and updates, have a more collaborative approach, or get more access to the senior team; they may draw comparisons with competitors, comment on pricing, or anything else.

It might be something that you simply did not realise before that is holding you back from achieving your full potential or embarking on the next phase of your development – especially for larger or more complex businesses where it can be challenging to keep track of everything. It could be a misconception or an issue that is relatively quick to fix and would make a world of difference.

For dissatisfied clients, it is worth opening up the dialogue further to see if and how any problematic areas can be resolved. From our experience, proactively addressing concerns is appreciated and can make this process even more productive for better relationships and growth prospects.

‘Knowledge is power’ is an age-old adage that still holds true. Taking negative feedback on board can shine a spotlight on priorities, helping to ensure that everything you do aligns with your values and supports your objectives and strategic direction. This is hugely beneficial for helping you sustain a competitive edge, spot new opportunities, and strengthen loyalty, trust, and reputation.