We know this can be frustrating. Afterall, you know your customers have an opinion. You know you are ready to listen. How can you make sure they give you the feedback you need?
Giving yourself a moment's time to think through the objectives of your customer feedback strategy will reap rewards with the end result. The questions you ask, when you ask them and how should be determined by exactly what you want to find out. Feedback at its best delivers a true snapshot of opinion which provides new insight to those analysing it. Non-descript or random results are almost always down to a badly planned and executed feedback programme.