10/10/2023, 14:12 Role of Customer Feedback in Improving Service Quality

Role of Customer Feedback in Improving

Service Quality
22 responses

Publish analytics

Have you ever provided feedback to a business about your experience Copy
with their services?
22 responses

Yes
No

13.6%

86.4%

What is the primary method you use to provide feedback? Copy

22 responses

Online surveys
9.1% In personal comments
Phone calls
22.7%
18.2% Social media

50%

Why do you provide feedback to a business? Copy

22 responses

To share positive experience

To report issues or problem
31.8%
To suggest improvements

45.5%
22.7%

Have you noticed any changes or improvements in a business's services Copy

after providing feedback?
22 responses

Yes
No
36.4%

63.6%

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10/10/2023, 14:12 Role of Customer Feedback in Improving Service Quality

How satisfied are you with the responsiveness of businesses to your Copy
feedback?
22 responses

Very satisfied
40.9% Satisfied
Neutral
Very dissatisfied
Dissatisfied

36.4%
22.7%

How likely are you to continue using the services of a business that Copy
actively seeks and acts upon customer feedback?
22 responses

Very likely
Likely
36.4%
Neutral
Unlikely
Very unlikely

45.5% 18.2%

Do you believe that businesses genuinely value and use customer Copy
feedback to enhance their services?
22 responses

Yes
No

18.2%

81.8%

How do you feel about providing feedback through public channels like Copy
social media, online reviews, or public forums?
22 responses

Comfortable
54.5% Neutral
Uncomfortable

45.5%

Have you ever been incentivized by a business to provide feedback? Copy

22 responses

Yes
45.5% No

54.5%

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10/10/2023, 14:12 Role of Customer Feedback in Improving Service Quality

Would you be more likely to provide feedback if you were offered an Copy
incentive, such as discounts or rewards?
22 responses

Yes
40.9% No

59.1%

On a scale of 1 to 5, how would you rate the overall service quality of Copy
businesses that you have provided feedback to?
22 responses

15

10 11 (50%)

5
5 (22.7%)
4 (18.2%)
1 (4.5%) 1 (4.5%)

0
1 2 3 4 5

How often do you feel that your feedback is actually taken into Copy
consideration and acted upon by the businesses you provide it to?
22 responses

Always
Sometimes
Rarely
9.1%
Never
68.2%

18.2%

How often do you read online reviews before using a business's services? Copy
22 responses

Frequently
Occasionally
Rarely
45.5% 18.2% Never

36.4%

Have you ever received a direct response from a business after providing Copy
feedback (positive or negative)?
22 responses

Yes
59.1% No

40.9%

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10/10/2023, 14:12 Role of Customer Feedback in Improving Service Quality

How did you feel about the business's response to your feedback? Copy
22 responses

Satisfied
Neutral
54.5% Dissatisfied

9.1%

36.4%

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10/10/2023, 14:12 Role of Customer Feedback in Improving Service Quality

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