Sonders HelpDesk

How is feedback lodged and how does Sonder handle them?

You and your people are encouraged to raise feedback directly via the Sonder app or through the email customer.support@sonder.io This is so the team can refer to specific case details without privacy or consent concerns.

If you want to lodge feedback through the Sonder app, follow the following steps:

1. Tap on the ‘More’ tab on the Sonder app home screen.
2. Scroll down to ‘Feedback’ and tap on it.

If you, a manager, or a HR/P&C rep are passing on feedback on the behalf of one of your people using customer.support@sonder.io, please include the specific persons name or email that you are submitting the feedback on behalf of.

Important: If you are raising feedback on behalf of someone, Sonder won’t be able to share specific case details unless the person gives explicit consent. 

When feedback is provided, a reply of acknowledgement and an outline of expected response time will be sent within 1 business day. This initial stage involves Sonder’s Help Desk conducting an initial assessment of the support we provided.

Next will be an investigation of the feedback by the Quality Assurance Manager involving a review of product and process to identify, assess, and apply learnings where possible. As part of the QA Manager’s investigation, it will incorporate recommendations provided by a Sonder Clinician, identify internal actions to be communicated, and assess any continuous improvement opportunities. 

Once the  review is complete, remediation may include conducting a welfare check, clinical support, responder deployment, and appropriate communications with the person who sent through the feedback (which may include a summary of the review, including actions taken to remedy).