One of the questions I am often asked by organizations is How do other companies use customer feedback? Fortunately, the answer to that question is simple because most organizations use customer feedback to create PowerPoint reports or Excel spreadsheets to track performance. They might tie results to compensation or be used to coach front-line employees. These are all good uses of customer feedback, but in many cases, lead to chasing a score versus driving organizational change. The real question should be How do other companies take action on their customer feedback?
Voting 0
