It would be helpful if a project schedule was reviewed with your customers and then an agreed to timeline established. I was unaware of what the expectations were for me to deliver to Listen360 and had to ask on a few occaisions what the next steps or requirements were. It would be helpful to have a document to refer to that outlines the whole process.
We utilize Listen 360 on a daily basis to understand how well we are delighting our customers. And if we have a negative comment we use that as an opportunity to coach our team and also contact the customer to rectify the issue.