Real-time feedback aggregation is the process of automatically collecting and summarising client-related feedback so that firms can make faster and more informed decisions.
Professional services firms are part of the experience economy. Their clients pay attention to how firms make them feel, not just what they do.
As a result, firms are facing a growing volume of client-related feedback. Clients, and employees, are sharing their views in countless surveys, interviews, feedback forms, emails, online reviews and research reports.
With traditional feedback processes, this feedback gets stuck in silos and scattered across the business. Making sense of it all has traditionally been a slow, subjective and expensive process.
Real-time feedback aggregation is a game-changer for client listening.
It automatically gathers up all client-related feedback, regardless of where and how it is shared, to create a single source of truth. With this automation comes speed. Feedback is aggregated the moment it is shared by clients, prospects, employees or 3rd party researchers.