Real-Time Feedback
Feedback collected and delivered to teams instantly as it happens.
Category
Feedback Collection
Full Definition
Real-time feedback refers to customer feedback that is collected, processed, and delivered to relevant teams immediately β often within seconds of submission. This immediacy enables rapid response and intervention.
Why Real-Time Matters: - Service Recovery: Address issues while customers are still on-site - Fresh Data: Feedback is most accurate immediately after experiences - Operational Value: Enable same-day improvements - Customer Perception: Shows customers you take feedback seriously
Real-Time Feedback Components: 1. Instant Collection: Mobile-friendly, quick-response surveys 2. Immediate Processing: Automated categorization and routing 3. Alert Systems: Push notifications to relevant team members 4. Live Dashboards: Up-to-the-minute performance visibility
Common Use Cases
Real-World Examples
Scenario
A hotel guest submits feedback via room QR code: "AC not working, room is hot." Alert hits the maintenance manager's phone in 30 seconds.
Outcome
Technician arrives at the room within 10 minutes. Guest is amazed at the speed and changes their intended 2-star review to 5 stars.
Scenario
A restaurant manager's dashboard shows real-time satisfaction scores by hour. At 7:15pm, scores suddenly drop from 4.5 to 2.8.
Outcome
Manager walks the floor, discovers the kitchen is backed up. He jumps on the line to help and offers wait discounts. Scores recover by 8pm.
Scenario
A retail store gets a real-time alert: "Customer at checkout complained about rude staff member." Store manager receives the alert on their phone.
Outcome
Manager approaches the checkout area within 2 minutes, catches the customer before they leave, apologizes, and offers a discount.
Related Terms
Service Recovery
The process of addressing customer complaints and turning negative experiences into positive ones.
Closed-Loop Feedback
A process where customer feedback triggers a response, resolution, and follow-up communication.
QR Code Feedback
Feedback collection using scannable QR codes at physical locations or on products.