Here’s a germane article on this timely topic. Of particular interest to me was the statistic:
“…a Gartner study revealing that while 95 percent of firms survey customers to get feedback, a paltry 10 percent do anything with that feedback”
We see this phenomenon a great deal both in our Reverse Logistics and our Customer Experience Management engagements. When it’s no one’s full-time job to address an issue, it doesn’t get addressed.
Read the entire article by Elana Anderson of Unica (& ex-Forrester) here.
–sk
