Servicefeedback
Servicefeedback is the systematic collection, analysis, and use of information about a service’s quality and outcomes, gathered from customers and other stakeholders. It covers the full service encounter—from initial contact to post-delivery support—and is used to improve service design, delivery, and strategy. The term may refer to formal programs as well as ad hoc input across multiple channels, including surveys, in-app feedback, phone or chat conversations, and social media.
Common measurement methods include satisfaction scores (CSAT), loyalty indicators (Net Promoter Score, NPS), and effort measures
Processed feedback is linked with operational data, trends are reported to managers, and action plans are developed
Benefits include identifying gaps in service, guiding training and process redesign, monitoring performance, enabling benchmarking, and
Servicefeedback draws on service-quality research such as SERVQUAL and customer-centric quality initiatives. It is increasingly supported