Information gathering forms the foundation of a successful customer listening system, and ensures a company has the right inputs to drive meaningful actions that will impact business performance. Here is the framework for achieving a world-class process for gather information.
- Multiple listening posts exist for regular solicitation of structured feedback covering key experiences and lifecycle stages and incorporating employee feedback sources, as demanded by company strategies and challenges.
- Open-ended questions designed to maximize the application of advanced text analytics.
- Monitoring/analysis of unsolicited feedback integrated into program design.
- Contact list planning to ensure robust representation and to prioritize participation.