July 2019

Studies carried out on consumer behaviour in different countries show us the need to improve communication between companies and consumers as a means of increasing the level of satisfaction.

Companies encourage feedback because it is a strategic tool in order to achieve excellence and improve their sales and reputation. For collecting feedback, companies are increasingly using resources and channels: face-to-face, telephone service, forums, chat/chatbot, messaging apps, web forms, email, social networks… All channels used in feedback collection should be used to: Listen: in order