2019

Online opinions about the quality of a company or a service are an important resource for consumers to keep informed and make the right purchase.

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