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Gartner Glossary
Multichannel Feedback Management
Multichannel feedback management solutions provide surveying and feedback analysis tools suitable for use across a retailer’s channels and brands, including mobile and social. Their use ranges from one-off, tactical surveys (for example, customers taking a brief survey about their shopping experience delivered on their point-of-sale receipt, or texting feedback via a keyword or code that appears on store signage) to ongoing strategic feedback to better understand customers, employees, products and processes.
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