The Customer Feedback Loop

The focus of lean is first and foremost on the customer.  What is of value to the customer is the first question that should be asked?  A lot of organizations do a good job of asking for feedback from their customers.  What usually is missing is the feedback loop back to the customer.

While visiting an offsite location of the company I work for I saw this book in the cafeteria.

(Click on Image to Enlarge)

This is left by the company that services the cafeteria.  Not only does the company ask the customers fore feedback and suggestions, the fourth column is a feedback loop to the customer.  It is a reply letting the customer know what if the suggestion is possible or what work they are doing on the suggestion.  The company is completing the loop.

Too many times companies ask for the feedback do not complete the loop back to  the customer.  This is good example of giving feedback to the customer so they know they are being listened to.

If you want feedback from customers, then make sure you they know you are using it.

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