What do you do if a business partnership is receiving negative feedback?

In my experience, when receiving negative feedback, it's crucial to first assess the impact accurately. For instance, while working on our Global eSIM SDK service, we once faced feedback about connectivity issues in certain regions. We identified that the concerns came primarily from frequent travelers, who are our main customer base, indicating a significant impact. The criticism wasn’t just about poor connectivity but touched on our reputation and customer trust. We systematically categorized the feedback to understand whether these were isolated incidents or part of a broader problem, helping us prioritize our response to focus on the most affected areas first.

Avalia??o constante, tanto de fornecedores como de parceiros comerciais, e sinalizar as melhorias necessárias. Avalia??es negativas impactam nos negócios, seja de forma direta ou indireta, ent?o é preciso acompanhar e atuar em conjunto.

One thing that I have found helpful is initiating open dialogue with partners immediately after identifying serious feedback. During a past challenge with our Local Taxi Booking service in Vietnam, we faced operational complaints from users. I arranged a meeting with our local service providers to openly discuss the issues without assigning blame. This approach fostered a collaborative atmosphere where both sides could understand the root causes — such as system integration and driver training issues — and work on a factual basis to resolve them.

From a strategic perspective, developing a joint response to negative feedback has been vital. One time at work, after receiving negative feedback on our Shared Workspace Booking service, we sat down with our facility partners to craft a detailed plan. We decided to upgrade our booking system and improve on-site support. By clearly assigning roles — our tech team would handle the system upgrades, while partners focused on staff training — and setting realistic deadlines, we ensured that everyone was aligned and committed to improving the service quality together.

Once a joint strategy is in place, the focus shifts to implementation. In implementing changes to our eSIM service, we took a structured approach by first updating our network algorithms and then gradually rolling out updates. We communicated these changes to our team and stakeholders through regular updates. This phase required patience and flexibility, as initial tweaks did not fully resolve the issues. Continuous adjustments and open channels for feedback were crucial to eventually achieving the desired improvements.

After making changes, gathering feedback is essential to measure effectiveness. Following adjustments to our taxi booking platform, we reached out to the initially dissatisfied customers to obtain their current views. We used surveys and follow-up calls as tools. This not only provided us with insights into the success of our interventions but also demonstrated to our users that we were serious about improving their experience and valued their input in refining our service offerings.

One critical lesson I’ve learned is the importance of ongoing vigilance. After addressing the initial wave of feedback, it's tempting to move on. However, maintaining an ongoing review process is crucial. For instance, even after resolving the eSIM connectivity issues, we continued to monitor service performance and customer satisfaction. Regular meetings with stakeholders and reviewing customer feedback became part of our routine, ensuring that any emerging issues could be addressed promptly before escalating.

Beyond these structured steps, it's important to cultivate a culture that views feedback as a gift. At EasyWeGo, we promote a mindset where every piece of feedback is an opportunity for growth. For example, we once received unexpected praise for the responsiveness of our customer service team during a service outage, which led us to realize the value of proactivity in crisis communication. This insight has shaped how we train all customer-facing employees, emphasizing not just problem-solving but also proactive customer engagement.