Customer Feedback · Gathering it · Component
The instrument
What is asked, of whom, and when — because timing shapes the answer as much as the question does.
The deliverable
What it is
Asked immediately after a good interaction, feedback is favourable. Asked a month later it reflects the relationship. Neither is wrong and they answer different questions.
Length determines both completion and who completes. Every additional question loses respondents, and the ones lost are the busy and the indifferent.
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.
Three questions completed by most people beats fifteen completed by the few with strong views.