Customer feedback, surveys and complaints

Elements

The pieces this function usually contains in a large organisation:

• Receipt survey link
• Complaint book
• Resolution tracking

Catalog items that already cover part of it

• Customer feedback capture CRM-0027

What is not described

complaint resolution tracking.

Classification

Status

Present partially

Fit

Core candidate

Suggested module

CRM: Customers & Relationships

Suggested attributes

Lite and Pro; priority Standard; always offline. Starting points only.

Cluster

Analytics, planning and sustainability

Public excerpts

domain analysis

Archetypes and companies

Big-box, warehouse club and mass merchants; Quick-service, coffee and franchised restaurants; Lodging, management and franchising; Telecom, cable and device retail; Universities, government and nonprofits.

Example companies in these archetypes: Walmart, Costco, Target, Sam's Club, BJ's Wholesale Club, Meijer, McDonald's, Starbucks, Yum Brands, Chipotle, Domino's, Restaurant Brands. These come from general knowledge unless a source code is shown on the archetype page; it is not a statement that each company runs every element, and it implies no relationship.

Closest industry pages

• General merchandise and big-box stores
• Grocery and supermarkets
• Quick-service and fast casual
• Cafes, coffee shops and bakeries
• Hotels, hostels and lodging
• Telecommunications and mobile retail
• Education, schools and training
• Government and public-sector counters
• Nonprofits, NGOs and faith organisations

Previous: Store tasks, audits and execution tracking.

Status is a hand review against catalog names and descriptions and can be wrong. See the method.