Feedback Listening Posts

Feedback Listening Posts are the various channels and touchpoints across an organisation where customer, member, or user feedback is generated. A comprehensive strategy for monitoring these posts is fundamental to any successful Voice of the Customer (VoC) programme. These channels are typically organised into three distinct categories: direct, where feedback is explicitly given to the company; indirect, where feedback is shared publicly but not directed at the company; and inferred, where insights are derived from user behaviour and data rather than explicit communication.

Why it matters — Feedback Listening Posts