Feedback Loop
A structured and systematic process for receiving, collecting, routing, and acting on customer input for redress. A feedback loop is incomplete if the customer does not get a response to the issue raised.
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THE HONEST TRUTH
Feedback raises an expectation. It therefore requires the vendor to respond in ways that address the customer’s concern. When the feedback ends on the customer side without any commitment to action, it creates and builds resentment which can easily lead to downgrades, downsells or churn.
Feedback raises an expectation. It therefore requires the vendor to respond in ways that address the customer’s concern. When the feedback ends on the customer side without any commitment to action, it creates and builds resentment which can easily lead to downgrades, downsells or churn.