5 Necessities of an Effective Closed-Loop Customer Feedback Program Website Feedback News certified bookmark
If youve been keeping up with this series, you're familiar with the idea of gathering continuous customer feedback. But it's important to note the changing environment for how that feedback is handled.
Traditionally, customer satisfaction surveys have focused on collecting aggregate data. In the world of market research, this approach makes sense.
Its statistically accurate, high-level, and shows trending dataall great things for market researchers. But as customers have become more aware and their expectations have risen, this open-loop system falls short. Customers expect that if they take the time to provide personal feedback, then someone should take the time to provide personal follow-up.
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