Measure customer feedback

Evaluate customer’s comments in order to find out whether customers feel satisfied or dissatisfied with the product or service.

assess customer satisfaction
process customer feedback
ensure customer satisfaction
measuring customer satisfaction
collect and manage customer feedback
measure feedback from customers
evaluate customer feedback
collect and manage client feedback

skill/competence

cross-sector

Measure customer feedback is an essential skill of the following occupations:

Tobacco shop manager: Tobacco shop managers assume responsibility for activities and staff in specialised shops.
Shoe and leather accessories shop manager: Shoe and leather accessories shop managers assume responsibility for activities and staff in specialised shops.
Tour operators manager: Tour operators managers are in charge of managing employees and of activities within tour operators related to the organisation of package tours and other tourism services.
Audiology equipment shop manager:  Audiology equipment shop managers assume responsibility for activities and staff in specialised shops.
Telecommunication equipment shop manager: Telecommunication equipment shop managers assume responsibility for activities and staff in specialised shops.
Gambling manager: Gambling managers organise and coordinate the activities of a gambling facility. They oversee daily operations and facilitate communications between staff and customers. They manage and train staff and strive to improve the profitability of their business. They take responsibility for all gambling activities and ensure that relevant gambling rules and regulations are followed.
Domestic appliances shop manager: Domestic appliances shop managers assume responsibility for activities and staff in specialised shops.
Medical goods shop manager: Medical goods shop managers are responsible for activities and staff in specialised shops. ​They manage employees, monitor the sales of the store, manage budgets and order supplies when a product is out of supply and perform administrative duties if required.
Bed and breakfast operator: Bed and breakfast operators manage the daily operations of a bed and breakfast establishment. They ensure the guests’ needs are met.
Bakery shop manager: Bakery shop managers assume responsibility for activities and staff in specialised shops.
Toys and games shop manager: Toys and games shop managers assume responsibility for the activities and staff in specialised shops.
Building materials shop manager: Building materials shop managers assume responsibility for activities and staff in specialised shops.
Fish and seafood shop manager: Fish and seafood shop managers assume responsibility for activities and staff in specialised shops.
Audio and video equipment shop manager: Audio and video equipment shop managers assume responsibility for activities and staff in specialised shops.
Jewellery and watches shop manager: Jewellery and watches shop managers assume responsibility for activities and staff in specialised shops.
Head waiter/head waitress: Head waiters/waitresses manage the food and beverage service in a hospitality outlet or unit. They are responsible for the customer’s experience. Head waiters/waitresses coordinate all actions involving customers such as welcoming guests, ordering, delivering the food & beverages and supervise financial transactions.
Hardware and paint shop manager: Hardware and paint shop managers assume responsibility for activities and staff in specialised shops. They manage employees, monitor the sales of the store, manage budgets, order supplies when a product is out of supply and perform administrative duties if required.
Meat and meat products shop manager: Meat and meat products shop managers assume responsibility for activities and staff in specialised shops.
Call centre quality auditor: Call centre quality auditors listen to calls from the call centre operators, recorded or live, in order to assess compliance with protocols and quality parameters. They grade the employees and provide feedback on the issues that require improvement. They interpret and spread quality parameters received by the management.
Pet and pet food shop manager: Pet and pet food shop managers assume responsibility for activities and staff in specialised shops.
Antique shop manager: Antique shop managers assume responsibility for activities and staff in specialised shops.
Floor and wall coverings shop manager: Floor and wall coverings shop managers assume responsibility for activities and staff in specialised shops for wall and floor coverings.
Computer software and multimedia shop manager: Computer software and multimedia shop managers assume responsibility for activities and staff in specialised shops.
Photography shop manager: Photography shop managers are responsible for activities and staff in a photography store. ​They manage employees, monitor the sales of the store, manage budgets and order supplies when a product is out of supply and perform administrative duties if required.
Furniture shop manager: Furniture shop managers assume responsibility for activities and staff in specialised shops.
Fruit and vegetables shop manager: Fruit and vegetables shop managers assume responsibility for activities and staff in specialised shops for fruit and vegetables.
Travel agent: Travel agents design and market travel programme itineraries for potential travellers or visitors.
Music and video shop manager: Music and video shop managers assume responsibility for the activities and staff in specialised shops.
Kitchen and bathroom shop manager: Kitchen and bathroom shop managers are responsible for activities and staff in specialised shops that sell kitchens and bathrooms. ​They manage employees, monitor the sales of the store, manage budgets and order supplies when a product is out of supply and perform administrative duties if required.
Betting manager: Betting managers organise and coordinate the activities of a betting shop. They oversee daily operations and facilitate communication between staff and customers. They carry out cashier duties, train staff and strive to improve the profitability of their business. They take responsibility for all betting activities and ensure that relevant betting rules and regulations are followed.
Ammunition shop manager: Ammunition shop managers are responsible for activities and staff in specialised shops.
Orthopaedic supply shop manager: Orthopaedic supply shop managers assume responsibility for activities and staff in specialised shops.They manage employees, monitor the sales of the store, manage budgets and order supplies when a product is out of supply and perform administrative duties if required.
Travel agency manager: Travel agency managers are in charge of managing employees and activities of a travel agency. They organise, advertise and sell tourist offers and travel deals for specific regions.
Sporting and outdoor accessories shop manager: Sporting accessories shop managers assume responsibility for the activities and staff in specialised shops. They manage employees, monitor the sales of the store, manage budgets and order supplies when a product is out of supply and perform administrative duties if required.
Bookshop manager: Bookshop managers assume responsibility for activities and staff in this specialised store.
Clothing shop manager: Clothing shop managers assume responsibility for activities and staff in specialised shops.
Press and stationery shop manager: Press and stationery shop managers assume responsibility for the activities and staff in specialised shops.
Textile shop manager: Textile shop managers assume responsibility for activities and staff in specialised shops.
Customer experience manager: Customer experience managers monitor customer experiences by creating, evaluating and improving the customer’s interaction organisations in the hospitality, recreation or entertainment industry. They develop plans of action to optimise all aspects of the customer’s experience. Customer experience managers strive to ensure customer satisfaction and boost company profits.
Shop manager: Shop managers are responsible for activities and staff in specialised shops.
Delicatessen shop manager: Delicatessen shop managers assume responsibility for activities and staff in specialised shops.
Motor vehicle shop manager: Motor vehicle shop managers assume responsibility for activities and staff in a vehicle showroom. ​They manage employees, monitor the sales of the store, manage budgets and order supplies when a product is out of supply and perform administrative duties if required.
Tour operator representative: Tour operator representatives act on behalf of the tour operator to give practical information, provide assistance, handle services and sell excursions to tourists while at their destinations.
Craft shop manager: Craft shop managers are responsible for activities and staff in specialised shops that sell equipment and supplies for craft activities such as sewing, painting or pottery making. ​They manage employees, monitor the sales of the store, manage budgets and order supplies when a product is out of supply and perform administrative duties if required.
Supermarket manager: Supermarket managers are responsible for activities and staff in a supermarket.
Cosmetics and perfume shop manager: Cosmetics and perfume shop managers assume responsibility for staff and activities in a drugstore. They manage employees, monitor the sales of the store, manage budgets and order supplies when a product is out of supply and perform administrative duties if required.  They sell cosmetics, perfume, medicines and miscellaneous items.
Waiter/waitress: Waiters/waitresses supply guests with food and drinks as requested. Waiters/waitresses usually work in restaurants, bars and hotels. This involves the preparation of tables, serving food or beverages and taking payments.
Computer shop manager: Computer shop managers assume responsibility for activities and staff in specialised shops.
Call centre manager: Call centre managers set the objectives of the service per month, week, and day. They perform micromanagement of the results obtained in the centre in order to proactively react with plans, trainings, or motivational plans depending on the problems faced by the service. They strive for achievement of KPIs such as minimum operating time, sales per day, and compliance with quality parameters.
Confectionery shop manager: Confectionery shop managers assume responsibility for activities and staff in specialised shops for confectionery e.g. pastries, candy, and chocolate.
Flower and garden shop manager: Flower and garden shop managers assume responsibility for activities and staff in specialised shops.
Bicycle shop manager: Bicycle shop managers are responsible for activities and staff in specialised shops that sell and repair bicycles. ​They manage employees, monitor the sales of the store, manage budgets and order supplies when a product is out of supply and perform administrative duties if required.
Fuel station manager: Fuel station managers assume responsibility for activities and staff in a fuel station.
Beverages shop manager: Beverages shop managers assume responsibility for activities and staff in specialised shops.
Contact centre manager: Contact centre managers coordinate and plan the daily operations of contact centres. They ensure that customer inquiries are satisfied efficiently and according to policies. They manage employees, resources and procedures to improve best practices and achieve high levels of customer satisfaction.
Second-hand shop manager: Second-hand shop managers assume responsibility for activities and staff in specialised shops.
Eyewear and optical equipment shop manager: Eyewear and optical equipment shop managers assume responsibility for activities and staff in specialised shops.
User experience analyst: User experience analysts assess client interaction and experience and analyse users’ behaviours, attitudes, and emotions about the usage of a particular product, system or service. They make proposals for the improvement of the interface and usability of products, systems or services. In doing so, they take into consideration the practical, experiential, affective, meaningful and valuable aspects of human–computer interaction and product ownership, as well as the person’s perceptions of system aspects such as utility, ease of use and efficiency, and user experience dynamics.

Measure customer feedback is optional for these occupations. This means knowing this skill may be an asset for career advancement if you are in one of these occupations.

Metal production manager: Metal production managers organise and manage the day-to-day and long-term project work in a metal fabrication factory, to process basic metals into fabricated metals. They create and schedule production plans, recruit new staff, enforce safety and company policies, and strive for customer satisfaction through guaranteeing the product’s quality.

Foundry manager: Foundry managers coordinate and implement short and medium term casting production schedules, and coordinate the development, support and improvement of casting processes, and the reliability efforts of the maintenance and engineering departments. They also partner with ongoing remediation initiatives.
Recruitment consultant: Recruitment consultants provide the suitable candidates to employers according to the specific job profile requested. They perform testing and interviewing with job seekers, shortlist few candidates to present to the employers and match candidates to appropriate jobs. Recruitment consultants maintain relationships with employers to offer their services on a more long-term basis.
Spa manager: Spa managers coordinate the day-to-day operations of the spa establishment in order to provide guests with the best customer experiences. They oversee the activities and performance of staff, manage the financial aspects of the Spa, deal with suppliers and run advertising campaigns for the spa in order to attract more customers.
Customer service representative: Customer service representatives handle complaints and are responsible for maintaining overall goodwill between an organisation and its customers. They manage data regarding customer satisfaction and report it.
Product development manager: Product development managers coordinate the development of new products from beginning to end. They receive briefings and start envisioning the new product considering design, technical and cost criteria. They conduct research on market needs and create prototypes of new products for untapped market opportunities. Product development managers also improve and boost technological quality.
Park guide: Park guides assist visitors, interpret cultural and natural heritage and provide information and guidance to tourists in parks such as wildlife, amusement and nature parks.
Trade regional manager: Trade regional managers are responsible for activities and staff in an assigned region for a specific chain of stores.

Production supervisor: Production supervisors coordinate, plan and direct manufacturing and production processes. They are responsible for reviewing production schedules or orders as well as dealing with staff in these production areas.
Destination manager: Destination managers are in charge of managing and implementing the national/regional/local tourism strategies (or policies) for destination development, marketing and promotion.
Metallurgical manager: Metallurgical managers coordinate and implement short and medium term metallurgical or steel-making production schedules, and coordinate the development, support and improvement of steel-making processes, and the reliability efforts of the maintenance and engineering departments. They also partner with ongoing remediation initiatives.
EBusiness manager: eBusiness managers create and execute a company’s electronic strategy plan for selling products and services online. They also improve data integrity, placement of online tools and brand exposure and monitor sales for companies that market products to customers using the internet. They collaborate with the marketing and sales management team using ICT tools to reach sales goals and provide accurate information and offerings to business partners.
Manufacturing manager: Manufacturing managers plan, oversee and direct the manufacturing process in an organisation. They ensure products and services are efficiently produced within the timeframe and budget given.
Client relations manager:
Client relations managers act as the middle person between a company and its customers. They ensure that the customers are satisfied by providing them with guidance and explanation on their accounts and services received by the company. They also have possible other tasks such as developing plans or delivering proposals.
Mountain guide: Mountain guides assist visitors, interpret natural heritage and provide information and guidance to tourists on mountain expeditions. They support visitors with activities such as hiking, climbing and skiing in addition to ensuring their safety through monitoring both weather and health conditions.
Contact centre supervisor: Contact centre supervisors oversee and coordinate the activities of contact centre employees. They ensure that daily operations run smoothly through resolving issues, instructing and training employees and supervising tasks.
Retail department manager: Retail department managers are responsible for activities and staff in a section in a store.
Guide:
Guides assist individuals or groups on any art facility, travel or sightseeing tours or through places of touristic interest, such as museums, monuments and public places. They help people to interpret the cultural heritage of an object, place or area and provide information and guidance.
Customer contact centre information clerk: Customer contact centre information clerks provide information to customers via the telephone and other media such as email. They answer inquiries about a company’s or oganisation’s services, products and policies.
Service manager: Service managers are responsible for the supervision and coordination of the provision of different professional and technical services to customers. They ensure a smooth interaction with clients and high levels of satisfaction post-service. This occupation includes the provision of policing, correctional, library, legal and fire services.
Checkout supervisor: Checkout supervisors oversee cashiers in department stores and other big stores.

References

1. Measure customer feedback – ESCO