What is Customer Feedback?

Customer feedback is input that consumers provide to companies they do business with. It may be unsolicited - for example, a customer may file a complaint - but organizations often use structured methods to solicit and collect customer feedback. These methods can include surveys, focus groups, and interviews. Businesses may seek this customer feedback for product research, to identify website enhancements, to determine price sensitivity, and more.

Additionally, contact centers frequently collect customer feedback to determine what customers think about their service experiences. A common way to do that is by administering surveys immediately following the customer interaction. Contact center surveys can be delivered through multiple channels, including IVRs, email, and chat.

Industry-leading contact center survey applications are flexible enough that end-users can configure them to collect whatever customer feedback is needed. Common survey formats include:

  • Consumer satisfaction (CSAT) - measures how a customer feels about the help they received.
  • Net Promoter - determines how likely a person is to recommend a business.
  • Customer effort - measures how much work customers have to expend to get help.

Contact centers can also use interaction analytics software to mine customer feedback from what customers said or typed during voice and digital interactions. Interaction analytics can sift through all contacts from all channels to identify key words and phrases that give contact centers more insight into what customers are talking about. Additionally, by analyzing conversational characteristics like voice pitch and volume, interaction analytics can determine customer sentiment. When combined with the customer feedback collected through surveys, this provides organizations with a more holistic voice of the customer.

How NICE can help with customer feedback

NICE CXone is the market leading contact center software in use by thousands of customers of all sizes around the world. CXone is a cloud native, unified suite of applications designed to help a company holistically run its contact (or call) center operations. CXone includes:

Analytics – turns insights into results by making data relevant, easy to consume and actionable. These solutions include interaction analytics, customer surveys, reporting and performance analytics.

Omnichannel Routing – routing and interaction management. These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and proactive outbound dialer.

Workforce Engagement – unlocks the potential of your team. These solutions include workforce management (WFM), quality management (QM), recording and performance management (PM).

Automation & Artificial Intelligence (AI) – leading-edge, intuitive technology that eliminates mundane tasks and speeds resolutions of customer issues for better business outcomes. It provides self-service, agent-assisted and fully automated alerts and actions.

Open Cloud Foundation – enables rapid innovation with an extensible enterprise-grade platform that scales securely, deploys quickly and serves customers of all sizes globally. We guarantee an industry-best 99.99% availability and offer easy customization through RESTful APIs and DEVone developer program.

CXone also includes pre-defined CRM integrations and UCaaS integrations with most leading solutions on the market. These integrations provide a holistic contact center software solution capable of elevating customer experiences for companies of all sizes.