In this issue we announce the Customer Service Survey Maturity Model, as well as an online Maturity Self-Assessment Tool. This will help you understand how mature your ongoing customer service survey efforts are, in the context of the principles of Agile Customer Feedback. The Self-Assessment tool will also offer some suggestions for practices you can adopt to get more useful, actionable customer feedback.
We also discuss collecting customer feedback in a business-to-business context--it's not as different as many people assume.
As always I hope you find this useful and informative. I welcome any comments and suggestions.