How to Recover Customers From Negative Feedback

How to Recover Customers From Negative Feedback

A single bad experience can cost you more than one customer. Most won’t complain directly: they’ll leave a review, disappear quietly, or choose another brand. And when you’re managing multiple locations, that risk scales quickly. Just a few unresolved experiences can damage local trust, impact repeat visits, and chip away at revenue.

Momos helps you catch these moments early and do something about them. With Alfie, your AI Copilot for customer service, and built-in recovery workflows, you can turn negative feedback into a second chance.

Why this matters

Unhappy customers are easy to lose and hard to win back, especially if their feedback goes unnoticed. Momos makes sure you don’t miss them. With real-time alerts, AI-suggested replies, and recovery tools built into your workflow, you can respond quickly, stay consistent, and give customers a reason to return.

How to recover a customer after negative feedback

1. Get notified immediately

Whenever a 1–3 star review or negative survey response comes in, you’ll receive an alert that includes location, sentiment, and context. This helps you catch issues as they happen, not days later.

2. Review the situation

In a single thread, you’ll see:

• The original feedback
• Any linked visit or order history
• Sentiment analysis and response suggestions based on brand approved guidelines
• Option to insert recovery form

3. Respond with care and context

Use Alfie’s reply suggestions to craft a thoughtful response. You can re-generate for variations or post it as is. Acknowledge the issue and invite the customer back.

If the situation calls for it, you can submit an offer to win back the customer.

4. Start a recovery

• Insert a recovery form
• Assign follow-up to the right person on your team
  

This ensures the issue is tracked and handled, without falling through the cracks. A customer is considered won back if they redeem the offer in the recovery form.

Tips to make recovery smoother

• Use templates to keep tone consistent while saving time
• Log every case to identify recurring issues by store or time of day
• Tag store managers or Customer Service Agent when feedback is tied to a specific team or outlet
  

Ready to track down and win back every customer?

• Already on Momos? Check customer feedback in your dashboard today.
• New to Momos? See how the recovery flow in action. Sign up

Frequently Asked Questions

Can we customize how we respond to different issues?
Yes. You can use reply suggestions from Alfie, create custom templates, or tailor responses by location.

What data does Alfie use to generate suggestions?
Alfie pulls from your connected reviews, surveys, customer history (if available), and sentiment analysis.

How do we know if recovery efforts are working?
Track time to resolve, resolution rates, and whether customers return or update their reviews after recovery.