Seven Ways to Collect Customer Feedback

I found this list of seven ways of collecting customer feedback in the SkillSoft Corporation course The Voice of the Customer:

Face-to-face surveys: Face-to-face surveys are easy to administer and provide you with an opportunity to spend time with your customer. They require consistent, objective questions, and expert analysis.
Mail and electronic surveys: Surveys sent by mail or via the Web or email need formal questionnaire development and analysis. Unfortunately, these types of surveys yield the lowest response rate.
Telephone surveys: To be effective, telephone surveys need consistent questions and require expert analysis.
Employee input: Soliciting employee input is an excellent informal technique. However, the information is sometimes “second hand” and may be subject to personal interpretations.
Customer complaints: Customer complains are easy to track and analyze. They reveal trends and provide a means of checking quality and customer satisfaction. They are, however, somewhat biased because you are hearing primarily from dissatisfied customers.
Quality call monitoring: Quality call monitoring is a good technique for a manager or supervisor. It is important to note that the results are subject to the manager’s interpretations and opinions.
Customer advisory panels: Customer advisory panels require a great deal of coordination. They are, however, particularly useful for testing products or services, and for solving problems.

I thought the list was a helpful place to start. I wanted to put this out and then talk about the various methods in later posts.

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