Can I require comments on negative or neutral reviews?

When a customer reacts negatively to a support interaction without saying why, it's natural to wish they explained what they were unhappy with. However, SmileBack does not let you require that they comment because this would put people off responding to SmileBack surveys.

In these situations we think it's better to follow up with people so you can establish personal contact and resolve the situation.

If you try to push customers to leave comments when they do not wish to do so, you may discourage them from letting you know at all the next time they are unhappy.