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How to Implement an Effective Customer Feedback System
A step-by-step playbook for the team setting up or rescuing a customer feedback programme that needs to drive change, not just produce dashboards.
- 12 min read
What's inside
- The four-layer model for a customer feedback system that actually changes behaviour
- How to pick the right survey type (NPS, CSAT, CES, transactional) for each customer touchpoint
- The close-the-loop process — who responds, in what timeframe, with what authority
- Reporting that surfaces the why behind the score, not just the score
- The role of the executive sponsor and the operational owner
“A combination of street smarts as well as just an academic understanding of what NPS is all about. Genroe are passionate about it.”
Russell Evans
Wolters Kluwer Asia Pacific
Who it's for
- CX leaders setting up a new feedback programme from scratch
- Programme managers rescuing a feedback programme that has stalled
- Executives sponsoring a feedback programme who need it to deliver business outcomes