As a user of the service, it seems to me that ever since the feature change to give your rating in the body of the email and then be directed to the website to leave feedback, the amount of feedback has declined. I haven't actually verified this, but my gut feel is that the percentage of negative feedback with "no comments were supplied" has increased substantially since this change in format, and those comments are one of the most valuable, actionable items we receive from the service.
The ability to have instant feedback on customer service andI have the technology to access the voice of the customer is invaluable. It helps us know how to market for new customers and maintain a high level of service and relationship with existing customers
The timelines for deployment of additional companies has taken longer than we'd like. I understand there are contributing factors with multi-language on the new format, but the delays are impacting the business.