Customer Feedback Platform
Software that collects, analyzes, and acts on customer feedback across channels.
Category
Technology & Tools
Full Definition
A customer feedback platform is a software solution that enables businesses to collect, analyze, and act on customer feedback across multiple channels. Modern platforms go beyond simple surveys to provide end-to-end feedback management.
Core Capabilities: - Collection: Multiple survey types, channels, and touchpoints - Analysis: AI-powered sentiment analysis, theme extraction - Visualization: Dashboards, reports, trend tracking - Action: Alerts, case management, closed-loop workflows - Integration: Connection with CRM, helpdesk, and other systems
Key Features to Look For: - Omnichannel collection (QR, email, SMS, web, app) - Real-time data and alerting - AI/ML analysis capabilities - Customizable dashboards - Role-based access - Integration ecosystem - Action workflows
Common Use Cases
Real-World Examples
Scenario
A restaurant chain previously used paper comment cards. They switch to a digital platform with QR codes, real-time alerts, and location comparison dashboards.
Outcome
Feedback volume increases 10x. Managers can see real-time scores and respond to issues immediately. Guest satisfaction improves 23%.
Scenario
A healthcare system consolidates 5 different survey tools (patient satisfaction, employee, provider) into one unified platform.
Outcome
They can now correlate employee satisfaction with patient satisfaction by department. Investment in employee wellness leads to patient experience gains.
Scenario
A B2B company integrates their feedback platform with Salesforce. When a customer submits low NPS, it auto-creates a case for their Account Manager.
Outcome
Response time to unhappy customers drops from 5 days to 4 hours. Churn from Detractors decreases 35%.
Related Terms
Voice of Customer (VoC)
A methodology for capturing and analyzing customer feedback, expectations, and preferences.
Omnichannel Feedback
Collecting customer feedback across all interaction channels in a unified system.
Text Analytics
The process of extracting meaningful insights from unstructured text feedback.
Case Management
System for tracking and resolving individual customer feedback items.