The feedback process is still part of the whole customer experience
It seems every interaction I have with a company these days is followed by a “how did we do?” survey. It’s not like we step aside and forget the company when we’re going through the questionnaire - it’s still part of the experience. Imagine if this was true for high street shopping, and after every purchase, no matter how large or small, we were being chased out of the shop by someone begging for feedback. ...