Suggestion box in businesses: how to manage it?

6 of May, 2025

The suggestion box in companies, complaints, and claims are a symbol of transparency, both for customers and for workers themselves. Hence, it is essential to properly manage the suggestion box.

Remember any? The box or urn were the most usual objects. However, in recent years it has become online.

If you have a suggestion or complaint box and don’t know how to manage it, don’t worry. Here we are going to provide you with all the tips you need for it and how its implementation has evolved, even digitizing it to improve internal communication in companies.

What is the suggestion box in a company?

The suggestion box in a company is a tool used for employees to suggest ideas, suggestions, or comments anonymously or identified. Its main objective is to promote internal communication, improve processes, identify problems or propose innovative solutions.

In addition, it contributes to creating an environment of participation and collaboration, where workers feel heard and valued. It is especially useful for identifying areas of improvement in management, the working environment, or the performance of the organization.

Keys for managing the suggestion box in companies

Before explaining how to manage the suggestion box in companies, we should indicate that this tool serves to collect the opinions of customers and workers. That’s why you should take advantage of it in your HR department.

The most prominent advantage is that anyone can leave their opinion and, in addition, remain anonymous.

Companies seek to give the customer a certain role, as they opine on certain company processes. And, therefore, the company can implement improvements and changes.

To create a suggestion box there are numerous formats, however, all must meet the same pattern, that is, the same characteristics.

Professionalism and anonymity

Most people are jealous of our privacy. Especially when it comes to lodging a complaint or complaint, and even to give our opinion. Therefore, the management of the suggestion box must preserve the privacy of its users.

Therefore, if you want your box to work, it must exude professionalism, that is, respect for possible customer or worker suggestions.

In addition, the client does not have to give their data if they do not want to. And neither will they have to give them if they have to respond to a company request. Such as, for example, providing more information on the request made.

It would not be too much to indicate in a couple of paragraphs what the instructions to use it are.

And, in addition, emphasize that this tool is not used to criticize others or for other types of issues that are not of the organization.

Choosing the moderator for managing the suggestion box

The content that is arriving in the mailbox cannot fall on deaf ears. Since customers would not identify with the values that the company wants to highlight.

For this reason, we recommend that you choose a capable and serious moderator for managing the suggestion box. And that is also able to collect all the information that customers or workers have sent.

On the other hand, you also have to remove comments or information that is not appropriate (sexist, discriminatory, etc.).

If the mailbox begins to operate and information is received, the company would have to organize tasks in work teams with analysis capabilities.

All for them to prepare reports and statistics with the opinions that have been received. These functions have to lead to internal improvement plans.

If you want your company to be further identified by your customers, implement the changes they have proposed to you. This way, customers will perceive that you take them into account and that you value their comments.

As an executive or leader of a company, you have to be open to suggestions and improvements. Also, a lot of information may not help you, but you have to keep an open mind!

Accessibility

For the correct management of the suggestion box, it must be accessible to the other party.

Therefore, it must be located in a visible place on the web, usually located in the contact tab of the company.

The form to send the information has to contain the minimum requirements. Since, if too much information is requested from the customer or worker, there is a possibility that they will desist from the procedure.

Also, the text field must be large enough so that you can write all the possible information, that is, the most detailed.

On the other hand, use friendly language that invites leaving suggestions, as it is a way to attract the customer.

We also recommend that, once the information has been sent through the mailbox, the customer receives a notification about the shipment.

Tips for managing the suggestion box

Once we have facilitated the key to correct management of the suggestion box, we encourage you to continue reading. Since we are going to provide you with a series of tips to help you in your day-to-day.

Facility

Creating and managing the suggestion box is very easy. It is enough to create an online form that you will have to insert on the web.

The form has to contain a series of boxes so that the customer or worker can place:

Their name.
The email.
The subject.
The text.

Another option may be the creation of an email for this purpose.

Confidentiality

Privacy and confidentiality in data processing must be total in the management of the suggestion box.

The name and email of the person are very personal data. And, therefore, they should only be used for the management of the suggestion, claim or complaint, not for anything else.

If there is any condition, you have to let the customer know.

Information options

In the form itself, there must also be a box in which the customer can choose between the different types of request:

Complaint.
Suggestion.
Claim.
Special request.

With this method, you will be able to organize the information into different classes and thus be able to derive it to the area or team that corresponds. All for good management of the suggestion box.

Sub-box

For large companies, we advise creating sub-boxes so that internal communication is directed to the numerous departments or areas (sales, customer service, etc.).

In this way, you can continue to improve in managing the suggestion box.

Promotion

If after launching the suggestion box no message arrives, this does not mean that it is always empty.

For this, we propose you to promote this channel so that customers feel encouraged to participate and leave their opinions.

In summary, now that you know the keys to managing the suggestion box, we encourage you to create one.

How to implement a digital suggestion box?

The easiest way to implement a digital suggestion box is with an internal communication system. This is a great option to encourage employee participation efficiently and organized. Here I explain the basic steps to do it:

Select an internal communication software: choose a tool like Slack, Microsoft Teams or specialized HR software like Sesame HR, which allows creating dedicated channels or forms.
Create a specific channel or form: Sets up a space in the software where employees can send their suggestions anonymously or identified. Make sure it is easy to access and use.
Define the participation rules: establish a clear protocol about the kind of suggestions that are sought, how they will be managed and what kind of feedback employees will receive.
Promote participation: encourage employees to use the digital suggestion box, reminding them that their opinions are valued and that the goal is to improve the atmosphere and productivity in the company.
Monitor and responds: regularly review the suggestions received and offer responses or concrete actions when possible. Transparency is key so that employees feel heard.
Analyze and improve: use the information obtained from the box to identify patterns, implement changes and improve internal processes.

With a digital solution, the suggestion box in the company will be more accessible and organized, in addition to facilitating monitoring and implementation of ideas in the enterprise.

If you want to optimize your company’s internal communication and implement a digital suggestion box, you can register in Sesame HR and try the tool for free for 14 days. Check it out and take your company’s communication management to the next level.

HR professional with experience in building strong 𝐜𝐨𝐥𝐥𝐚𝐛𝐨𝐫𝐚𝐭𝐢𝐯𝐞 𝐜𝐨𝐦𝐦𝐮𝐧𝐢𝐭𝐢𝐞𝐬 among HR leaders. As the founder of the 𝐇𝐑 𝐂𝐥𝐮𝐛 and 𝐇𝐑 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐭𝐲, I leverage my 15+ years of experience to enhance the professional landscape for HR leaders.

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tiagosantos

HR Content Specialist