How to Collect Customer Feedback

To deliver a great customer experience, you must engage with your customers, listen to their feedback, and make improvements based on what you learn.

Plan: Define your customer service goals

• Determine why you are collecting feedback
• Get organizational buy-in
• Outline the scope of your survey
• Learn about common feedback options
• PRA fast track process

Implement: Use the right feedback tool

• Online surveys
• Post-transaction telephone surveys
• Comment cards
• Focus groups
• Website usability tests
• Open Government Citizen Outreach
• Employee Ideation Programs
• Understand the basics of survey and question design

Improve: Take action on your findings

• Follow up on customer feedback

Content Lead: Alycia Piazza
Page Reviewed/Updated: September 11, 2012