Customer Feedback
Customer feedback is information provided by customers about their experience with a product, service, or interaction, used to guide improvements and measure satisfaction.
In Depth
Customer feedback comes in many forms: explicit (surveys, reviews, ratings), implicit (behavior patterns, usage data), solicited (asked for by the company), and unsolicited (voluntarily shared). The most valuable feedback programs combine multiple channels and types to get a complete picture. In customer support, every conversation is a feedback opportunity — customers reveal pain points, feature needs, and satisfaction levels through their questions and reactions.
AI agents transform feedback collection by analyzing conversations in real-time, categorizing issues automatically, and detecting sentiment without requiring customers to fill out surveys. This passive feedback collection captures insights from 100% of interactions rather than the 5-10% who typically respond to surveys. AI can also close the feedback loop by automatically routing insights to product, engineering, and success teams.
Related Terms
Voice of Customer
Voice of Customer (VoC) is a research methodology that captures customers' expectations, preferences, and aversions through direct and indirect feedback across all touchpoints.
Customer Survey
A customer survey is a structured data collection tool used to gather feedback from customers about their experiences, satisfaction, and expectations.
Customer Satisfaction
Customer satisfaction is a measure of how well a company's products, services, and overall experience meet or exceed customer expectations.
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