--- title: The 3 Step Process for Implementing Customer Feedback description: Customer feedback is the key to success in any business, but how can leaders make sure it's having a positive impact? Here is a three-step process to help. image: https://blog.flexmr.net/hubfs/Marketing_Files/Blogs/Headers/3_step_customer_feedback_process.png --- close ## Ready to level up your insights? Get ready to streamline, scale and supercharge your research. Fill out this form to request a demo of the InsightHub platform and discover the difference insights empowerment can make. A member of our team will reach out within two working days. close ## Cost effective insights that scale Quality insight doesn't need to cost the earth. Our flexible approach helps you make the most of research budgets and build an agile solution that works for you. Fill out this form to request a call back from our team to explore our pricing options. [![FlexMR logo](https://www.flexmr.net/skin/images/images-custom/2b221b67-b091-4584-9017-872ee2ddf960-logo.svg)](https://www.flexmr.net/) Book a Demo Request Pricing [Contact Us](https://www.flexmr.net/contact/) Menu - [Home](https://www.flexmr.net/) - [InsightHub](https://www.flexmr.net/insighthub/) - [What is InsightHub?](https://www.flexmr.net/insighthub/) - [Data Collection](https://www.flexmr.net/insighthub/data-collection/) - [Data Analysis](https://www.flexmr.net/insighthub/data-analysis/) - [Data Activation](https://www.flexmr.net/insighthub/data-activation/) - [Research Templates](https://blog.flexmr.net/topic/survey-templates/) - [Information Security](https://www.flexmr.net/insighthub/information-security/) - [Services](https://www.flexmr.net/services/) - [Our Expert Services](https://www.flexmr.net/services/) - [Support & Education](https://www.flexmr.net/services/support-and-education/) - [Consultative Services](https://www.flexmr.net/services/consultative-services/) - [Insight Delivery](https://www.flexmr.net/services/insight-delivery-services/) - [Research Methods](https://www.flexmr.net/methods/) - [Sectors We Work With](https://www.flexmr.net/sectors/) - [About](https://www.flexmr.net/about/) - [About Us](https://www.flexmr.net/about/) - [Leadership](https://www.flexmr.net/about/leadership/) - [Meet the team](https://www.flexmr.net/about/meet-the-team/) - [Advisory Board](https://www.flexmr.net/about/advisory-board/) - [Press & Media](https://resources.flexmr.net/tag/press) - [Accolades](https://www.flexmr.net/about/accolades/) - [Careers](https://www.flexmr.net/about/careers/) - [Blog](https://blog.flexmr.net/) - [Resources](https://resources.flexmr.net) - [Contact](https://www.flexmr.net/contact/) - [Book a Demo](https://blog.flexmr.net/) - [Request Pricing](https://blog.flexmr.net/) - [Home](https://www.flexmr.net/) - [InsightHub](https://www.flexmr.net/insighthub/) - - [What is InsightHub?](https://www.flexmr.net/insighthub/) - [Data Collection](https://www.flexmr.net/insighthub/data-collection/) - [Data Analysis](https://www.flexmr.net/insighthub/data-analysis/) - [Data Activation](https://www.flexmr.net/insighthub/data-activation/) - [Research Templates](https://blog.flexmr.net/topic/survey-templates/) - [Information Security](https://www.flexmr.net/insighthub/information-security/) - ![Camp InsightHub](https://blog.flexmr.net/hubfs/Website_Files/Images/Navigation/camp_insighthub_nav.png) Embark on a new adventure. Join Camp InsightHub, our free demo platform, to discover the future of research. [Sign Up Today](https://insighthub.flexmr.net/users/new) - ![FlexMR InsightHub](https://blog.flexmr.net/hubfs/Website_Files/Images/Navigation/insighthub_screenshot.png) Read a brief overview of the agile research platform enabling brands to inform decisions at speed in this PDF. [Download Brochure](https://blog.flexmr.net/hubfs/Public_Files/InsightHub_Brochure.pdf) - ### InsightHub on the Blog - [Surveys, Video and the Changing Face of Agile Research](https://blog.flexmr.net/surveys-video-changing-agile-research) - [Building a Research Technology Stack for Better Insights](https://blog.flexmr.net/research-technology-stack) - [The Importance of Delegation in Managing Insight Activities](https://blog.flexmr.net/delegation-importance-insight-activities) - [Common Insight Platform Pitfalls (and How to Avoid Them)](https://blog.flexmr.net/platform-pitfalls-how-to-avoid-them) - [Services](https://www.flexmr.net/services/) - - [Our Expert Services](https://www.flexmr.net/services/) - [Support and Education](https://www.flexmr.net/services/support-and-education/) - [Consultative Services](https://www.flexmr.net/services/consultative-services/) - [Insight Delivery Services](https://www.flexmr.net/services/insight-delivery-services/) - [Research Methods](https://www.flexmr.net/methods/) - [Sectors We Work With](https://www.flexmr.net/sectors/) - ![FlexMR Services Team](https://blog.flexmr.net/hubfs/Website_Files/Images/Navigation/services.jpg) Our services drive operational and strategic success in challenging environments. Find out how. [Download Brochure](https://blog.flexmr.net/hubfs/Public_Files/Brochures/FlexMR_Services_Brochure.pdf) - ![Video Close Connection Programme](https://blog.flexmr.net/hubfs/Website_Files/Images/Navigation/video_services.jpg) Close Connections bring stakeholders and customers together for candid, human conversations. [Read Press Release](https://resources.flexmr.net/close-connections-launch) - ### Explore our Practices - [Communities Practice](https://www.flexmr.net/insighthub/) - [Closeness Practice](https://www.flexmr.net/practices/customer-closeness/) - [CX Practice](https://www.flexmr.net/practices/customer-experience/) - [Insight Communications Practice](https://www.flexmr.net/practices/insight-communications/) - [About](https://www.flexmr.net/about/) - - [About Us](https://www.flexmr.net/about/) - [Leadership](https://www.flexmr.net/about/leadership/) - [Meet the Team](https://www.flexmr.net/about/meet-the-team/) - [Advisory Board](https://www.flexmr.net/about/advisory-board/) - [Press & Media](https://resources.flexmr.net/tag/press) - [Accolades](https://www.flexmr.net/about/accolades/) - [Careers](https://www.flexmr.net/about/careers/) - ![FlexMR Credentials Deck](https://blog.flexmr.net/hubfs/Website_Files/Images/Navigation/flexmr_credentials.png) The FlexMR credentials deck provides a brief introduction to the team, our approach to research and previous work. [Download Credentials](https://blog.flexmr.net/hubfs/Public_Files/Brochures/FlexMR_Credentials.pdf) - ![FlexMR Insights Empowerment](https://blog.flexmr.net/hubfs/Website_Files/Images/Navigation/insights_empowerment.png) We are the insights empowerment company. Our framework addresses the major pressures insight teams face. [Download Brochure](https://blog.flexmr.net/hubfs/Public_Files/Brochures/Insights_Empowerment_Brochure.pdf) - ### Latest News - [Insight as Art Shortlisted for AURA Innovation Award](https://resources.flexmr.net/aura-innovation-award-2021) - [FlexMR Launch Video Close Connection Programme](https://resources.flexmr.net/close-connections-launch) - [VideoMR Analysis Tool Added to InsightHub](https://resources.flexmr.net/videomr-launch) - [FlexMR Makes Shortlist for Quirks Research Supplier Award](https://resources.flexmr.net/quirksmr-mr-supplier-award-2020) - [Blog](https://blog.flexmr.net) - - [Latest Posts](https://blog.flexmr.net) - [Strategic Thinking](https://blog.flexmr.net/topic/strategic-thinking) - [Technology & Trends](https://blog.flexmr.net/topic/tech-trends) - [Research Methods](https://blog.flexmr.net/topic/research-methods) - [Practical Application](https://blog.flexmr.net/topic/practical-application) - [Insights Empowerment](https://blog.flexmr.net/topic/insights-empowerment) - [View Full Blog Archives](https://blog.flexmr.net/all) - ![FlexMR Close Connection Programme](https://blog.flexmr.net/hubfs/Website_Files/Images/Navigation/close_connection.png) Discover how to build close customer connections to better support real-time decision making. [Build Connections](https://blog.flexmr.net/practical-support-real-time-decisions) - ![Market Research Playbook](https://blog.flexmr.net/hubfs/Website_Files/Images/Navigation/market_research_playbook.png) What is a market research and insights playbook, plus discover why should your team consider building one. [Discover Playbooks](https://blog.flexmr.net/market-research-playbook) - ### Featured Posts - [Five Strategies for Turning Insight into Action](https://blog.flexmr.net/5-strategies-turn-insights-into-action) - [How to Design Surveys that Ask the Right Questions](https://blog.flexmr.net/effective-survey-design-guide) - [Scaling Creative Qual for Rich Customer Insight](https://blog.flexmr.net/scale-creative-qual-rich-understanding) - [How to Measure Brand Awareness: The Complete Guide](https://blog.flexmr.net/measure-brand-awareness) - [Resources](https://resources.flexmr.net) - - [All Resources](https://resources.flexmr.net) - [Client Stories](https://resources.flexmr.net/tag/case-studies) - [Whitepapers](https://resources.flexmr.net/tag/whitepapers) - [Events & Webinars](https://resources.flexmr.net/tag/events) - [The Open Ideas Panel](https://ideas.flexmr.net/auth/sign_in) - [InsightHub Help Centre](https://help.flexmr.net/en) - [FlexMR Client Network](https://www.linkedin.com/groups/9165407/) - ![Insights Empowerment Readiness Calculator](https://blog.flexmr.net/hubfs/Website_Files/Images/Navigation/insights_calculator.png) The insights empowerment readiness calculator measures your progress in building an insight-led culture. [Get Your Score](https://resources.flexmr.net/insights-empowerment-calculator) - ![MRX Lab Podcast](https://blog.flexmr.net/hubfs/Website_Files/Images/Navigation/flexmr_podcast.png) The MRX Lab podcast explores new and novel ideas from the insights industry in 10 minutes or less. [Listen Now](https://resources.flexmr.net/mrx-lab-podcast) - ### Featured Stories - [Specsavers Informs Key Marketing Decisions with InsightHub](https://resources.flexmr.net/specsavers) - [The Coventry Panel Helps Maintain Award Winning CX](https://resources.flexmr.net/coventry-building-society) - [Isagenix Customer Community Steers New Product Launch](https://resources.flexmr.net/isa-insights) - [Curo Engage Residents with InsightHub Community](https://resources.flexmr.net/curo) - [Practical Application](https://blog.flexmr.net/topic/practical-application) / 7 MIN READ ## The 3 Step Process for Implementing Customer Feedback #### Emily James # [Workshops and Beacons: A Guide to Building Custome...](https://blog.flexmr.net/workshops-beacons-customer-salience) Most organisations are not short of data, insight or decks.Their biggest challenge is not whether cu... [Read more](https://blog.flexmr.net/workshops-beacons-customer-salience) 9 MIN READ #### Ed Hill - [Events (1)](https://blog.flexmr.net/topic/events) - [Insights Empowerment (38)](https://blog.flexmr.net/topic/insights-empowerment) - [Practical Application (178)](https://blog.flexmr.net/topic/practical-application) - [Research Methods (285)](https://blog.flexmr.net/topic/research-methods) - [Strategic Thinking (232)](https://blog.flexmr.net/topic/strategic-thinking) - [Survey Templates (7)](https://blog.flexmr.net/topic/survey-templates) - [Tech & Trends (397)](https://blog.flexmr.net/topic/tech-trends) Customer feedback is crucial. While most articles centre on how to get quality customer feedback, the implementation of feedback is a topic that has acquired less focus, mainly because of the subjective nature of what works and what doesn’t. There are tactics that work for most but not all stakeholders, and then there are tactics that work for very few and because the overwhelming majority dislike those tactics, new stakeholders are scared to try them. So sometimes, we need a little help distinguishing which tactics will work for us. There is a three-step process for implementing customer feedback that can jumpstart stakeholder action. ### Step One: Make Sure to Generate High-Quality Customer Feedback Stakeholders can’t implement feedback if there’s no feedback to implement. But equally, implementing inaccurate or unreliable feedback will cause more harm than not taking any feedback into account at all. So, making sure stakeholders know how to gain accurate, reliable, and directly actionable feedback is the first step in this process. One way to make sure stakeholders are gaining the right insights is to understand what [questions](https://blog.flexmr.net/stakeholders-ask-the-right-questions), objectives and goals that insight will work to inform. The questions we ask at the start and during the research will dictate what insights we get in the end, as these questions often inform the very bones of the research design and help it evolve into a project that will be truly relevant and worth all efforts spent on it. | ![Tweet from FlexMR](https://blog.flexmr.net/hs-fs/hubfs/Website_Files/Images/Icons/tweet-flexmr.png?width=40&height=33&name=tweet-flexmr.png) | ***Tweet This*** | | --- | --- | | [Customer feedback is crucial, but how do stakeholders implement customer feedback in a way that ensures success?](https://ctt.ac/c2l3V) | | These questions will help point the research in the right direction; are stakeholders looking to [forecast](https://blog.flexmr.net/forecast-failure-insight-strategic-decisions) future trends and innovations? Understand consumer behaviour? Or to test a product or service out on customer beta testers to make sure that it’s the best it can be? [Customer-centric](https://blog.flexmr.net/customer-centricity-complete-guide) organisations excel most at generating reliable and accurate data, with research platforms hosting long-term customer communities or panels that are fully engaged and active in insight generation activities. Customer-centric organisations also have the pathways carved out to communicate insights in ways that all stakeholders have access to and in ways they understand and can action right away. ### Step Two: Thoroughly Absorb Customer Feedback into Decision-Making Processes  Actioning or implementing customer feedback can be tricky, especially in organisations that haven’t embraced customer centricity. Turning insights into action is the process that most stakeholders struggle with, with a good number of firms requesting insights into customer actions, thoughts and needs, taking the insights and then making decisions still based on the metrics they’ve always used instead of using customer feedback. So how can stakeholders make sure they take insights into account more often than not? One way is to educate as many stakeholders as possible in how to best use customer insights. To take this one step further, this education can also cover the immense power of insights too, but as long as the processes are in place so that all stakeholders use customer insights in their decision-making processes anyway then that level of understanding will come naturally once they see the improvements and level of success rise. Secondly, make insights as easily accessible as possible. Those pathways that customer-centric organisations build are superb for democratising access to both insights and market research itself, meaning that stakeholders can freely obtain powerful insights whenever they need. Sharing insights through multiple channels such as regular newsletters, in-person insight forums, and building a dedicated data warehouse where all current and historical insights can be stored in one place means that insight teams have a better chance of engaging more stakeholders than simply using a single channel. But these channels need to be set in place, maintained and promoted by the insights team and any insights advocates within the organisation to encourage stakeholders to use them on a regular basis. ### Step Three: Measure Success and Adjust from There Trial and error eventually leads towards success. With each failure, we can rule out a path to take and narrow down the options that will lead to good results. This process is typically long and arduous, which puts a lot of people off trying this method, but by going back to the customer feedback already gathered and then requesting new specific feedback on the progress so far, stakeholders can dramatically shorten the time it takes to achieve success. | ![Tweet from FlexMR](https://blog.flexmr.net/hs-fs/hubfs/Website_Files/Images/Icons/tweet-flexmr.png?width=40&height=33&name=tweet-flexmr.png) | ***Tweet This*** | | --- | --- | | [This three-step process for successfully implementing customer feedback promotes an iterative approach that can be tailored to each stakeholder business.](https://ctt.ac/Ff1WH) | | Implementing customer feedback in an iterative endeavour to make sure it’s acted on in a successful way is a process used with great results by customer-centric organisations. There are a number of ways to measure the success of iterative processes, the first is through customer feedback itself, if the feedback is positive then stakeholders are heading in the right direction. But there are other methods too. For example, if the subject is a brand strategy, then stakeholders will see success through the customer lifetime value and the amount of churn they will need to deal with. Customer research, or feedback from customer-facing teams (such as customer service) are an invaluable resource that can help point out specific flaws within the customer journey, a particular product or service, or even an internal process if it’s impacting the customer experience to a noticeable point. Businesses shouldn’t rely on a single metric to measure the success of their efforts, services and strategies. Combining metrics will help stakeholders understand exactly which parts of their business works and which don’t, which will then help when identifying the alterations they should make. ### The Simple 3 Step Process While this process is seemingly general, it’s structured enough to provide a base for stakeholders to work from when implementing customer feedback, but loose enough to tailor or even embed within their own strategies. Taking the time to tailor it to their own needs will cement the process better within a solid business strategy, and enhance the success it will produce throughout the organisation. [![InsightHub Demo](https://blog.flexmr.net/hs-fs/hubfs/Marketing_Files/CTAs/cta_insighthub_demo.png?width=1000&name=cta_insighthub_demo.png)](https://www.flexmr.net/?demoform) #### About FlexMR We are The Insights Empowerment Company. We help research, product and marketing teams drive informed decisions with efficient, scalable & impactful insight. #### About Emily James As a professional copywriter, Emily brings our global vision to life through a broad range of industry-leading content. #### Stay up to date ## You might also like... ![Blog Featured Image Header](https://blog.flexmr.net/hubfs/Marketing_Files/Blogs/Headers/pilot_studies_customer_connection.png) ### [How Pilot Studies Power Customer Co...](https://blog.flexmr.net/pilot-studies) The clue is in the name – a pilot study is essential in getting your research ‘off the ground’! A pilot study is a small-scale “trial run” conducted before launching the main research project. Its pur... [Continue reading](https://blog.flexmr.net/pilot-studies) 7 MIN READ ![Blog Featured Image Header](https://blog.flexmr.net/hubfs/Marketing_Files/Blogs/Headers/casual_conversation_iosetta_santini.png) ### [A Casual Conversation... with Ioset...](https://blog.flexmr.net/casual-conversation-iosetta-santini) Most research projects still currently end with a powerpoint report and a debrief. This has become deeply entrenched as the industry standard, and it is what stakeholders have come to expect when they... [Continue reading](https://blog.flexmr.net/casual-conversation-iosetta-santini) 4 MIN READ ![Blog Featured Image Header](https://blog.flexmr.net/hubfs/Marketing_Files/Blogs/Headers/challenge_customer_research_salience.png) ### [Using Customer Research to Reform R...](https://blog.flexmr.net/customer-research-reform-processes) Customer research is a concept all insight experts are familiar with, have to be familiar with to be good researchers in our industry. We understand that customer research is vital to informing succes... [Continue reading](https://blog.flexmr.net/customer-research-reform-processes) 7 MIN READ ![](https://www.flexmr.net/skin/images/images-custom/48f118ee-cef9-42d6-b60b-5575d5ac26e3-flexmr_footer.svg) - [Home](https://www.flexmr.net/) - [Contact Us](https://www.flexmr.net/contact/) - [Privacy Policy](https://www.flexmr.net/legal/privacy/) - [Cookie Policy](https://www.flexmr.net/legal/cookies/) - [Terms of Use](https://www.flexmr.net/legal/terms-of-use/) [Follow us on Facebook](https://www.facebook.com/flexmr/) [Follow us on Twitter](https://twitter.com/_flexmr) [Follow us on LinkedIn](https://www.linkedin.com/company/flexmr) [Follow us on YouTube](https://www.youtube.com/c/FlexmrNetOnlineResearch) [![Grit Top 50 Logo](https://www.flexmr.net/uploads/photo-gallery-include-images/34/44258f4d-7452-40d6-bb23-0e220c8ba21f.png)](https://www.greenbook.org/mr/grit/business-innovation-edition) [![ISO 27001 Alcumus](https://www.flexmr.net/uploads/photo-gallery-include-images/34/fa89f9b3-d866-43b8-8de0-4a052a9053d8.png)](https://www.alcumus.com/en-gb/certification/iso-27001/) [![Cyber Essentials Plus Logo](https://www.flexmr.net/uploads/photo-gallery-include-images/34/cba57df6-75a2-4544-9599-dcc0c2f14b79.png)](https://blog.flexmr.net/hubfs/Public_Files/Other/FlexMR_Cyber_Essentials_Certificate.pdf?__hstc=163229475.dde2c3d212762f49b059c9f62e7537a0.1624542718433.1626339489304.1626701624468.7&__hssc=163229475.2.1626701624468&__hsfp=3142549060) © FlexMR 2021. All rights reserved. ```json { "@context" : "https://schema.org", "@type" : "BlogPosting", "author" : { "@type" : "Person", "name" : "Emily James", "url" : "https://blog.flexmr.net/author/emily-james" }, "dateModified" : "2022-03-02T10:34:11.897Z", "datePublished" : "2022-02-25T17:14:01.000Z", "headline" : "The 3 Step Process for Implementing Customer Feedback", "image" : [ "https://blog.flexmr.net/hubfs/Marketing_Files/Blogs/Headers/3_step_customer_feedback_process.png" ], "mainEntityOfPage" : { "@id" : "https://blog.flexmr.net/3-step-process-implement-customer-feedback", "@type" : "WebPage" }, "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://blog.flexmr.net/hubfs/Website_Files/Images/Logos/flexmr_logo_amp.png" }, "name" : "FlexMR" } } ```