Feedback Management

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


Icon broken cube, arrow Complaints Management Reduce complaints - for satisfied customers and optimized processes. Icon document, arrow Task and Action Management Document tasks and measures directly in the relevant processes. Icon gear, lightning FMEA: Failure Mode and Effects Analysis Identify and avoid potential errors during the development process.