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Topic 5 1. Customer feedback is information coming directly from customers about the satisfaction or dissatisfaction they feel with a product or a service. Customer comments and complaints given to a company are an important resource for improving and addressing the needs and wants of the customer. The information is procured through
written or oral surveys, online forms, emails, letters, or phone calls from the customer to the company.
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2. Innovation,
External performance feedback, Retaining customers, Advance warning in customer trends.
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3. Surveys, Questionnaires,
Feedback cards, Followup calls, SMS messages on cellphones, Web- based responses.
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4.
Study the feedback, Identify most common complaints, Decide on an action plan, Start the intervention process.
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5.
Increased sales, Customer loyalty, Enhanced public image,
More effective employees, Motivated staff members, Reduced marketing costs.
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