Frequently Asked Questions
What Feedbacknigeria.com is
feedbacknigeria.com is a new independent web based service that brings together all that a customer needs to get across to providers effectively and constructively both in public and private sectors.
Users of feedbacknigeria.com can identify the object of their feedback through user-friendly menus. Users are then presented with the correct procedures and facilities to give feedback online or by SMS. The Feedback is then guided to the right people in the organisation. . |
Why should complaints be welcomed
Do you ever hear your customers complaining?
You most likely already have a traditional customer services department or complaints handling arrangement in place. So why should you be interested in the Feedbacknigeria.com service? Because: Up to a shocking 90% of customers, who are dissatisfied, don’t complain to the relevant organisation. This is because most fear confrontation and would rather switch to a competitor while some others are not sure how to get it done. A customer is likely to tell up to 8 friends and colleagues about their dissatisfaction with a product or service either by words of mouth or hearsay. In general, companies spend five to eight times more attracting new customers than retaining existing ones. |
What’s in it for me?
| It is a free, easy to use and a one-stop service that enables you to find out all the information you need and to get across to your product/service provider. By using Feedbacknigeria.com you become part of a community rather than a lone voice and as such you have a better chance of your feedback being heard and dealt with properly. By consolidating the information we gather we can help change the way organisations deal with people and help them improve their services to the public. So by using this facility you can help others and they in turn can help you |
What's in it for Organization?
| feedback are important to any organisation that provides goods or services to the public. Customer Complaints/Ideas/Praises are a valuable source of feedback and indicate areas in need of improvement. Furthermore, customers seeking redress are effectively offering organisations the opportunity to retain and increase the loyalty of such customers. Feedbacknigeria.com channels feedback to the right person within an organisation, using the convenience and efficiency of web/SMS/email. This helps to save time and money whilst improving the relationship with a customer. Feedbacknigeria.com offers companies and organisations a variety of customised products and services that can complement and improve their current feedback-handling mechanisms |
How does it work?
| There are three easy steps to getting a feedback to your desired organization: firstly register as a member of Feedbacknigeria.com. Secondly login and join the Supplier Group of the exact organization you want to give feedback to (do please note that some organizations require confirmation before they can accept a user as their group member). Thirdly type your feedback on the organization's wall and submit - ultimately this will enable automatic escalation of your feedback and you can track it from then on. |
Does it cost me anything?
| No, Feedbacknigeria.com is an entirely free service, as it should be. |
Can you handle my complain for me?
| Unfortunately not. There are so many consumer who want to reach their product/service providers all the time in Nigeria and we would be unable to cope with individual requests to handle complaints on a personal basis. All the tools are provided here for you to send your feedback online yourself and these include the specifically designed suppliers walls which should be enough for all the information an organisation requires to commence processing your feedback. If you are still unsure you can send an e-mail to hello@feedback.com and we will try and help. |
What can I do if I can't find the exact type of product or service that I want to talk about?
| If the organisation is not in the Feedbacknigeria.com database, don't worry. Our database is continually growing so please do inform us of the organization's name and we will do our best to contact them in order for us to add such to the database. If you are still unsure you can send an e-mail to info@feedback.com and we will try and help. |
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What can I do if the organisation I want to complain to is not in your database?
| If the organisation is not in the Feedbacknigeria.com database, don't worry. Our database is continually growing so please do inform us of the organization's name and we will do our best to contact them in order for us to add such to the database. If you are still unsure you can send an e-mail to info@feedback.com and we will try and help. |
Do you have contacts for all the companies on the database?
| We have the contact of many of the organisations on the database, but an organization must be interested in listening & reaching out to their customers before we can enable them on our portal. We are also working with larger corporations to establish the correct channels for their large variety of subsidiaries. Do please note that some organizations however require the contacts of the person giving feedback to carry out investigation especially on complaints. |
What if I have to send evidence with my feedback?
Most organisations will want some kind of evidence regarding the product or service in question (if you are seeking redress). Most of the time you should try and include all relevant information related to you and the product/service in your feedback . For example: time and place, rough cost, your customer number or account number in case you have one and a receipt/invoice number. We have made provisions for you to attach a scanned copy of the relevant receipt or invoice if they are required. We have also provided room for you to attach photos and videos of events with respect to your feedback. |
Do I have to register?
| In order to submit a feedback through feedbacknigeria or to contribute to our Review forum we do require registration. This needs only take a few seconds, you only have to do it once and it involves a little basic information. There are two main reasons to register: firstly to protect the site from misuse and secondly to keep contact details if organizations need to get back to you (as will be required when you are seeking redress). We therefore encourage you to register fully.This will help us help you and others by giving us the ammunition to drive improvements in the supply of products and services in the land. |
What can I do if I am unhappy with the reply I get?
| You have access to the organization's wall and you can continue to give details of your dissatisfaction. We can assure you that no organization wants to show no concern especially when a customer has access to a public space like this. We are also a partner to most of the organizations, so we will take up the challenge of helping you escalate to the organization if need be. |
What do you do with my information?
| Your personal information will never be revealed to any third party without your express permission, except when we give your contact details to an organisation from which you are seeking redress to aid investigation. We do aim to provide organisations with some reports containing aggregated data related to feedbacks. We stress again that no personal information will be revealed. |
Will my information be safe?
| We take the issue of data protection very seriously. We take great precautions to keep all personal information safe. |
What if I want to give feedback to you?
| In keeping with our mission, it is of course the case that we welcome any suggestions or complaints that you may have about us. |
FAQ
Feedbacknigeria is a new Social Media which provides a platform for Consumers to communicate with Providers of products and services in Nigeria. It gives opportunity for consumers to Ask Questions, Give Ideas, Report Problems or Give Praises and for Suppliers to Answer Questions, Learn Customers Needs, Solve Problems and Delight Customers