Frequently Asked Questions: Customer Feedback
What is customer feedback software?
Customer feedback software is an end-to-end automated solution for addressing customer complaints and feedback, from intake to resolution. The software enables organizations to swiftly receive feedback, assess impact and involve the appropriate stakeholders. Integrating customer feedback with other quality management applications, such as corrective actions, streamlines and simplifies quality and compliance efforts.
Why is customer feedback important to quality management?
Customer feedback is an important tool in identifying quality issues, potentially being an early warning sign of a larger problem or regulatory action. What’s more, ignored or improperly addressed quality complaints from customers can negatively impact brand reputation and, ultimately, revenue.
What is the difference between customer feedback and a customer complaint?
Generally speaking, customer feedback can be either positive or negative, and customer complaints refer to negative customer experiences. Customer complaints are a part of customer feedback and are more likely to need immediate attention. Customer feedback is more likely to be positive or involve suggestions that will improve your product or service, but do not require immediate attention. Both are important to managing risk, maintaining consistent quality, and embracing continuous quality improvement.
What customer feedback tools are included in QT9 QMS?
QT9 QMS’s Customer Feedback module includes the following features. With it you can:
- Control feedback types and categories
- Open investigations
- Assign responsible parties
- Create corrective actions or nonconforming products
- Analyze data with detailed reporting
- Customize approval groups/workflows
- Set electronic alerts and reminders
How can QT9 QMS help me manage customer interactions?
QT9 QMS offers three dedicated customer management modules: Customer Feedback, Customer Surveys and a Customer Web Portal. Users can integrate all of their customer management activities with the more than 20 additional modules that come standard with QT9 QMS.
QT9 QMS is a highly rated, affordable, easy-to-use quality management system that excels at all of the processes that go into providing high-quality goods and services that are FDA and ISO compliant.
