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

submitted 1 year ago by [email protected] to c/[email protected]

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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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[–] [email protected] 3 points 1 year ago* (last edited 1 year ago)

Feedback on what works lets businesses allocate resources to things that will get new/keep current customers and save in places that don't matter as much. It's the core principle of any business and everything else, while useful and important in its own way, is secondary.

Now whether or not it feels like businesses are acting on that feedback in a way that makes a difference is a whole other beast.