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10 cards from this deck
Info customers give about experiences w/ products/services
Identify areas needing improvement & meet expectations
Shows customers their opinions are valued
Gathering info from customer groups via questionnaires
Structured question sets to collect specific info
Quick, efficient, more likely to be read than emails
Cost-effective, fast, efficient, accurate, protects privacy
Capture & study feedback, categorise positive/negative
Decide on action plan with achievable goals
Put plan into action & monitor progress continually
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