Passively Solicited Customer Feedback Notes: Definitions & Explanations PDF | Download eBooks
Study Passively Solicited Customer Feedback lecture notes PDF with total quality management definitions and explanation to study “What is Passively Solicited Customer Feedback?”. Study passively solicited customer feedback explanation with TQM terms to review total quality management course for online MBA programs.
Passively Solicited Customer Feedback Definition:
Passively solicited customer feedback is a method of soliciting customer feedback that is left to the customer to initiate, such as filling out a restaurant complaint card or calling a toll-free complaint line.
Managing Quality: Integrating the Supply Chain by S. Thomas Foster
Passively Solicited Customer Feedback Notes:
Customer feedback obtained through customer-initiated methods come under passively solicited customer feedback. The feedback data collected by these means is called passive data. It is usually considered that when customers initiate the process of feedback, they must be facing an issue which the need to be taken care of. There are two ways by which passively solicited customer feedback takes place. The first one is customer research cards. These are cards used usually by service firms to involve customers in the process of improvement. Customers use these cards to show their liking or disliking regarding a particular service. The second way is through response lines and website. Customers can contact an organization through customer response lines, detailing their experience with the product or service of the firm and can also put up a query on the firm's website.
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