Feedback Management System

What constitutes a good feedback management system to facilitate the free flow of input from customers? A good feedback management system has the following features:

1. It welcomes and receives both negative and positive feedback.
2. It takes action to resolve negative feedback.
3. It keeps records of all positive and negative feedback for action and for follow-up.
4. It tracks the feedback patterns and trends, giving the organisation a sense of direction in the way it manages the feedback, especially the negative feedback.
5. And finally, it provides learning in the areas in which service can be improved.

Take a look at your organisation at the moment. Is there a feedback management system? Does the system feature the points mentioned above? If yes, treasure them, as complaints do not come easily. So treasure your customers and welcome their feedback, be it complaints or compliments. Unless you continue to engage your customers to her both their positive and negative feedback, chances are that you may lose them in a matter of time.

 

It is worthwhile for organisations to embrace complaints as feedback, as free lessons and as coaching from their customers, so that they can continue to thrive in the competitive business climate.