Feedback Management

Omni-channel solutions that provide a holistic approach for collecting internal and external feedback that is actively solicited and passively gathered from social media, community platforms and online review sites.

Feedback management is a capability that enables the collection and collation of feedback from customers and employees to surveys that are drawn up for this purpose. Surveys can be set up and triggered by a number of methods, whether by actual events such as calls/emails handled, transactions performed or based on regular dates and times such as annual/bi-annual/quarterly.

The critical element of feedback management is ensuring that the feedback is assessed, actions are agreed, responsibilities are given and decisions are implemented, to ensure that the customers and/or employees see the results. If the feedback is the same year after year without any change, then customers and employees will lose faith in the process and stop participating.