Question

. Explain the Passively Solicited Customer-Feedback

Approaches?    

Please half page answer

Answer 1

Passively solicited customer-feedback means the feedback mechanism in which the customer initiates contact for filing a complaint or for showing satisfaction.

The approaches used for passively solicited customer-feedback are-

1. Customer research cards- These cards are used by customers in cases where they are extremely displeased or extremely pleased.

2. Customer Response Phone Lines- The service providers set up toll-free phone lines which are used by customers to lodge their complaints, ask questions or inquire about services of the firm.

Companies can set up these services within their company or through third parties/outsourcing.

3. Website Inquiry- Most of the service providers these days use technology to interact with customers. A section of website are used for lodging complaint or inquiry. So, websites are also used in passive solicited customer-feedback.