Customer Feedback Management

To simplify the process of CFM, we’ve broken it down into three main steps:

• Step 1: Gather Customer Feedback

The first step of implementing CFM is to gather customer feedback consistently. This will provide you with an ongoing flow of real-time feedback from customers that can be used whenever any decisions need to be made. 

There are many different ways in which you can gather customer data, whether it is through website reviews, email surveys, online polls, etc. Regardless of the method used, it is important that customers feel heard at every stage of their journey and are made aware that their feedback matters. Open-ended questions are useful to acquire information regarding customers’ true opinions. 

• Step 2: Incorporate Feedback into the Organization

The next step involves analysing the data collected to identify any pain points and areas that require improvement. An omnichannel survey platform, such as Voxco’s Survey Solution, is an invaluable tool that will allow you to gather, analyse, and interpret customer feedback effectively. 

• Step 3: Measure and Monitor Business Outcomes

CFM is a long-term process. You must continue to consistently gather customer feedback and monitor important metrics such as NPS^® and customer churn. When executed well, the CFM process provides organizations with a thorough understanding of what their customers want. By consistently tracking feedback, grievances and pain points can be quickly identified and eliminated before they manifest into larger issues.