Feedback Management is a structured process of collecting feedback from customers, users, employees, vendors, partners or any specific panel group and analyzing, and taking action on the feedback. Customer Feedback Management involves collecting feedback from customers and acting on the feedback by incorporating appropriate changes to the product or services or operational processes. This is expected to result in the improvement of overall customer satisfaction.
Customer feedback management involves dealing with different types of feedback like complaints, opinions, bugs, feature requests, and overall experiential feedback. The feedback can be collected through various channels such as emails, surveys, social media, live chat. Companies which run Voice of Customer programs to improve customer experience often rely on customer feedback management systems.
Ask your customers to be part of the solution, and don't view them as part of the problem.
Enterprise Feedback Management involves centralized management of organizational processes to collect and manage feedback.
Employee Feedback Management is focused on collecting feedback from employees to gauge employees’ happiness, understand their job satisfaction, or analyze the impact of workplace-climate. This helps to elevate employee experience, build a great work culture and boost employee productivity. Employee Feedback Management systems are a key part of Voice of Workforce surveys run by companies.
What is Feedback Management Software?
Feedback Management software comprises a set of tools that help to manage customer feedback to collect different types of feedback over different types of channels. Since there is a wide variety of feedback, the software category consists of a varied number of tools and platforms that can support simple sets of forms to comprehensive experience management platforms. First it is important to understand the important set of metrics that the software is generally used to measure.
Net Promoter Score (NPS) is a key metric that indicates how likely a customer would recommend your brand to their friends and acquaintances. It helps to give a long term view and brand loyalty towards the product and services. This is a key metric that is used by many leading organizations. NPS can be further differentiated as cNPS ( customer NPS) and eNPS (employee NPS).
We all need people who will give us feedback. That’s how we improve.
Customer Satisfaction (CSAT) is an important metric that is used to measure customer’s experience in using the product and services. It can be further divided into customer satisfaction which is more service related and product satisfaction which is related to product related experience. CSAT is more transactional in nature and provides a short term view related to specific events and deliverables.
Customer Effort Score (CES) is a measure of ease of use which the customer experiences in using the product and services with the organization. This is a good metric to track to ensure stickiness of customers.
The mechanisms through which the feedback can be solicited are described here.
Online Surveys
Surveys are the most popular forms of feedback collection. Surveys tools are generally omni-channel and can be initiated, shared and distributed through many channels like web, mobile app, social channels and emails. This survey could consist of a set of questions that could be readymade or customized, single vs multiple choice, pointed or open ended. For instance, the survey could be based on NPS, CSAT, CES and so on depending on the need of the business situation. Many online survey platforms make it very easy for users to create surveys.
Online Polls
The use of online polls is another quick way to obtain customer opinion in a short period of time. These are typically pointed questions with only a few options to answer. It gives an on-the-spot view of the customer's thought process. Online polls can be used in a variety of situations and for varied types of audiences.
Online Forms
Online forms, also known as web forms are very simplistic in nature to collect any type of information - address, contact information and any user input. It can easily use any simple feedback from users.
Offline Surveys
Many of the popular survey tools provide an option where surveys can be created using online surveys and the responses can be collected in offline fashion without the internet. With the help of a mobile device, the offline survey software or tool collects survey responses without an internet connection.
