Customer Feedback · Gathering it · Component
The coverage
Who answers and who is systematically missing — because the missing groups hold the information nobody has.
The deliverable
What it is
The people who answer are not the people you serve. They are the people with a strong view and time, and both correlate with things that matter.
Lapsed customers and those who quietly reduced their use are the two most valuable groups and the two least represented.
One level in
What it is made of
Each element is a constituent part of the component. Follow one to see the attributes it carries.
The caveat
What the findings can and cannot be said to represent.
3 attributes: Represents · Stated with results · Confidence
Learn
Lapsed customers cost most to reach and produce most of the useful findings.