Agile Customer Feedback


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I’ve observed a number of common problems with survey processes. For example, feedback that’s not timely enough to be useful, data that’s not relevant to the organization, and surveys which annoy or confuse customers. We developed Agile Customer Feedback to lay down the principles and practices we use to build an effective and responsive customer feedback process. At its core, Agile Customer Feedback consists of five key principles:

  1. Respect and listen to customers and they will want to give feedback
  2. Always be collecting feedback from customers
  3. Adapt the customer feedback process to evolving business needs
  4. Disseminate customer feedback in real time throughout the company
  5. Target surveys to customers who are likely to tell you something you don’t know

We just published a white paper going into a lot more detail about Agile Customer Feedback, and you can download it from our website. Even if you don’t buy into the concept of Agile Customer Feedback, I hope you find this a thought-provoking source of new ideas about your customer survey.

Republished with author's permission from original post.

Peter Leppik
Peter U. Leppik is president and CEO of Vocalabs. He founded Vocal Laboratories Inc. in 2001 to apply scientific principles of data collection and analysis to the problem of improving customer service. Leppik has led efforts to measure, compare and publish customer service quality through third party, independent research. At Vocalabs, Leppik has assembled a team of professionals with deep expertise in survey methodology, data communications and data visualization to provide clients with best-in-class tools for improving customer service through real-time customer feedback.


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