I am really pleased to announce that last week Fifth Quadrant released the first ever customer service industry survey investigating Enterprise Feedback Management practices within organisations. For 15 years we have conducted extensive research into the customer service industry covering HR, Technology, Outsourcing and Strategy. We have now added Enterprise Feedback Management to that list.
As customer service advocates, we passionately believe that customer experience feedback should form an integral part of any enterprise-wide customer service strategy. Listening to customers is key. Acting upon that feedback is even more important. This study will capture the extent to which organisations are able to both listen to and effectively act upon customer feedback.
We conducted a study last year and proved that organisations that have more mature enterprise-wide customer service strategies achieve better business performance outcome. This time we are testing the hypothesis that organisations that have more mature customer feedback practices in place achieve better business performance outcomes. We will then profile the characteristics of these higher performing organisations to provide industry with a roadmap for developing truly enterprise-wide customer feedback management models.
We would welcome your feedback. The survey takes only 10 minutes to complete and we will be happy to send you a copy of the report when it is released.
So over to you and I look forward to receiving your feedback.