There’s more to capturing customer feedback than you might think. It’s not so much about the actual survey itself, but more about what you do with that customer feedback — and how quickly you do it.
There are three outcomes after a customer raises concerns through a survey solution.
1. The organization doesn’t respond or acknowledge the customer feedback.
2. The organization runs a report several days or weeks later and tries its best to get back in touch with the customer, but the process is manual and time consuming.
3. The organization uses technology solutions that enable them to pinpoint the critical feedback that needs immediate attention and act automatically.