Feedback
Ask at the touchpoint. Later.
Not built yet. The plan is two questions asked at the moment of a touchpoint, on WhatsApp or email, while the answer is still true. Their words stay as they said them. A bad answer becomes a Loop (a complaint with a named owner and a due date).
Surveys, triggers and responses are not live. Reading feedback out of existing chat and call transcripts is later too. We will say when Feedback is real, and not before.
- Two questions at the moment, not twenty in a quarterly email
- WhatsApp or email, with the customer's own words kept as they said them
- Every response tagged to the stage where it happened
- A bad answer becomes a Loop with an owner and a due date