Feedback Program Tips and Tricks: Defining Your Goal

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The average wronged customer will tell 8 to 16 people (about 10 percent will tell more then 20 people).

Feedback Program Tips and Tricks: Defining Your Goal

Matt Morris, Matt Morris

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Feedback Program Tips and Tricks: Defining Your Goal
by: Matthew R. Morris, ISOM Manager

All too often when a company sets out to create a feedback program they go in head first without having a true plan for what they want to accomplish. This leads to problems throughout the process of the program and can in some instances derail the process so much that the true goals are lost in the confusion. You need to have a clear idea of what you are trying to accomplish with the program. Are you trying to find out how your customers feel about a certain product? Are you looking for insight about how your customers view your service staff? Once you have a clear understanding of what you are trying to accomplish then the rest of the process will fall into place. A clear goal can go a long way to helping the planning process go much smoother.

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