See also: Complaints Management
Unlike complaints management, feedback management not only deals with faulty products but also with handling complaints and claims in the service provision sector. Complaint and feedback management comprises all actions that a company takes to deal with customer claims. In a company, feedback management is therefore part of customer relationship management (CRM).
Feedback management serves to maintain a high level of customer satisfaction and supports quality assurance. Ultimately, an active feedback management policy contributes to boosting the competitiveness of a company and even to increases in profit. The messages received from dissatisfied customers can be used to eliminate weaknesses in the company, particularly those related to production faults.
Many companies use complaint and feedback management software in order to coordinate feedback management successfully and stay on the ball. This software documents all of the actions used to remedy a complaint and displays them at a central location for all of the employees involved.
To the software module Complaints Management