Last week Fifth Quadrant officially launched its Customer Service Industry Analyst Practice. Within this practice we have significantly expanded the range of Customer Service and Contact Centre Industry reports.
One of the first reports that will be published will be on the topic of Enterprise Feedback Management. Enterprise Feedback Management is defined as 'the process of systematically collecting, storing and using customer feedback data that covers all customer interaction channels at the customer level to enhance business objectives and overall profitability'.
What this study seeks to measure is the extent to which organisations currently embrace truly enterprise-wide customer feedback management practices. I have been out and about in Sydney over the last two weeks speaking to Senior Executives from across the Finance, Telco and Utility industries, responsible for customer feedback / satisfaction research in their organisation.
So far I haven't found one organisation that would be classified as having an Enterprise Feedback Management programme in place in line with the definition given above. What is evident is that across all of the organisations I have spoken to so far all are collecting some form of customer feedback data (a good start). However, many differences exist regarding the level of integration, coordination and general sharing of information across the business. In many cases the customer feedback studies sit within different business units and in many cases results are not shared across other parts of the organisation.
These are only preliminary results. Therefore I would really like to hear what you have to say. Fifth Quadrant is expanding the programme and is recruiting organisations to participate in this study. If you are interested in participating please drop me an email firstname.lastname@example.org. We will be happy to share a copy of the report when it is complete as a thank you.