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What's with the corporate obsession with customer feedback? (lemmy.ml)

submitted 1 year ago by amoroso@lemmy.ml to c/asklemmy@lemmy.ml

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If you contact the customer support of your utility company, phone carrier, bank, or other service provider you'll likely be flooded with requests to rate the experience and provide feedback. Likewise, corporate websites and email communications often solicit feedback via embedded buttons or links to online forms.

What's with this corporate obsession with customer feedback?

Are these huge piles of feedback actually analyzed and acted upon? Is customer feedback some sort of corporate cargo cult? Or maybe clever marketing by vendors of feedback tools and services?

The impression is the feedback is just discarded or ignored.

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[–] 98codes@lemm.ee 6 points 1 year ago

I can tell you that at least for stuff I work on, every single comment entered into those little dialogs is read by a human that actually works in a meaningful role on the product.

Comments that curse and complain with no topic in mind are useless, and easily ignored. Take two seconds and tell them exactly what is bothering you and what you’d rather see, and things might actually get better.

Anyone that gives anyone in the service industry less than a 10 on those support/delivery surveys is a cop.