Feedback is a tool of communication that allows people and businesses to improve their relationships. With it, we are able to open up channels of communication and break barriers that many times hamper fluid communication from taking place. So, whether it comes from employees, customers or even management, proper feedback keeps businesses engaged with their services and products for more effective and consistent professional development. When business refuses to take the customer’s feedback into consideration, a disconnect arises between the company and their consumer base, leading to heavy losses in profit and even in growing distrust within the consumer.
In today’s age of online connections, consumers have different methods in order to communicate with their favorite vendors, brands, and businesses. After having made the initial contact with the customer, service representatives should ask for an evaluation of the service that the customer received. While some companies provide their customers with surveys for them to fill out in order to judge their performance, other businesses prefer to allow the customer to give their own open-ended opinions. Both of these are methods to obtain feedback directly from the customer
Problems do arise when businesses are dealing with large amounts of consumer feedback, requiring real-time feedback mechanisms to be optimized in order to process all this information. Franchises, for example, receive hundreds of thousands of messages of feedback daily, making this a daunting task. While consumer feedback is a useful indication of where the company and its employees can improve since it allows customers to directly communicate with the company itself, it is also just as important to create a reliable network to obtain and organize employee and corporate feedback.
Real-time feedback is a vital tool that has emerged in recent years which allows corporations to establish active, pragmatic discourse between management its workforce. This consists of acquiring feedback, typically electronically, as they emerge real-time, as the name suggests. This allows for colleagues to comment on a presentation, meeting or project as it occurs, making it easier to create a useful dialogue that can have a true impact on the way the company responds to an issue. While many still prefer to leave written comments, recent technology allows for video feedback, which creates a more personal, candid experience for those giving and receiving feedback. Although real-time feedback was once solely used by management in order to obtain information from its employees, this type of feedback mechanism is now being used to obtain information from customers in order to improve their consumer experience.
With the input of every customer, real-time feedback technology makes sure that all the results are processed in a productive manner which ensures that every response is taken into consideration. Social media has opened the doors to unparalleled interaction with the customer, and most companies have taken advantage of this new connection with their customers. Feedback technology has adapted to the large amounts of responses received, turning each individual bit of consumer feedback into a figure that can then be interpreted by the computational algorithms. Nonetheless, giving real-time feedback is rather simple in its nature and doesn’t bother the customer or employee, since it can be as simple as leaving a brief written note or a video. This type of technology is encouraging since it paves the way for newer, faster and more effective connections between businesses, employees, and consumers.