What is Actively Solicited Customer Feedback in Total Quality Management? PDF Book

Learn Actively Solicited Customer Feedback definition in total quality management with explanation to study “What is Actively Solicited Customer Feedback”. Study actively solicited customer feedback explanation with TQM terms to review total quality management course for online MBA programs.

Actively Solicited Customer Feedback Definition

  • Actively solicited customer feedback involves proactive methods for obtaining customer feedback, such as calling customers on the telephone or inviting customers to participate in focus groups.

    Managing Quality: Integrating the Supply Chain by S. Thomas Foster



Actively Solicited Customer Feedback Explanation

Customer feedback obtained through supplier/firm-initiated methods come under actively solicited customer feedback. The feedback data collected by this method is called active data. When a firm contacts customers to collect feedback, it means it wants to improve its processes and anticipate customers' needs and preferences. The ways of actively solicited customer feedback are telephone calls, surveys and focus groups. Telephone surveys can be used to get customer feedback through a telephonic structured interviews. Survey through focus groups allow a firm to collect data from a group of customers where discussion is done on a single topic regarding product/services. Finally, customer service surveys are used by organizations to determine the preferences of customers in order to find areas of improvements in their products.

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