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No reviews = not good news

An interesting question sent in by a reader:

Hi Andy:

I have a medical clinic business and would love your comment about an issue.

We have about 15 doctors working in our clinics. At the end of every day we send an automated email to all patients seen that day asking for feedback, which is overwhelmingly positive.

However, some doctors never get any feedback, positive or negative. I have always wondered why that is. Should we take no feedback as negative feedback?

Answer: No feedback is not good feedback.

Best case, there are unhappy customers who don’t feel comfortable saying something. No doctor has a perfect record.

Worst case, the doctors are so bland and ineffective that no one cares either way. Not caring = no customer loyalty = dissatisfaction over time. Silence means your customer service is not good enough to make a difference. There is a clinic down the street somewhere that is thrilling people, and will steal your customers over time.

Raise the bar on service and earn that good recommendation.

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Comments

  1. Greg Marshall August 12, 2013 at 9:23 am #

    No news IS bad news. I ran a community education program for years. Evaluations were the same way. 95% of the time, customers circled the 4’s and 5’s giving instructors almost perfect scores. If someone circled a 3, that meant a problem, one 2 on any eval from anyone in a class meant a critical problem as most people won’t ever complain. Most customers will take a lot of abuse without complaining and just go away and you never know it. Any sign of a problem has to be followed up on.

  2. Devan August 12, 2013 at 3:29 pm #

    Totally agree that no reviews are a bad thing — though I would also add that it’s bad not just because maybe they are too afraid to say anything, but you ALWAYS want to aim to make a *great* impression — so good they *want* to write about it. Striving for anything less would be bad.

  3. TV James August 18, 2013 at 9:06 pm #

    Same for blog comments?

    I love this format – makes it very relatable – I could imagine myself asking such a question.

    Please – more like this. :)