Ready to start improving processes?

14-day free trial       No credit card required       Start training immediately

GLSS-Logo_White

Why are customer complaints considered indirect data collection?

Customer complaints are considered “indirect” when they “come over the transom” meaning they are not given face to face, no one is being interviewed or participating in a focus group. If a customer registers a complaint as a personal response to a request for feedback, interview, etc. that would be direct.

As an “indirect” example, a customer might receive hotel room service an hour late and, as a result, leave a scathing review on a comment card. But if that same customer was greeted by the General Manager in the morning by the elevator and the manager asked, “How was your stay?” You would most likely get a different response. Just the fact that the manager asked about the guest’s well being changes the nature of the feedback.

The goal is to mix “direct” methods where the customer is more conscious of how their words are being received, with indirect methods where they are unaware of who’s watching, listening or reading their comments. Think of how candid people can be on the internet behind the “veil” of anonymity. When capturing the Voice of the Customer, you are always searching for the most candid, usable feedback.

GLSS (GoLeanSixSigma.com) is an internationally-recognized SaaS platform, offering Lean Six Sigma Training, Certification & Coaching. Together with our sister company, Kure, we leverage patent-pending technology to help businesses of all sizes optimize processes, manage projects, enhance efficiency and develop leadership and management skills — in transforming their companies and communities. No matter the industry, we can help you streamline operations, achieve your strategic goals with proven efficiency improvements and develop your strong team of leaders.
Search

What courses would you like to see from GLSS? Check all that apply.

start training

try it free
ico-arrow

COMPANY DISCOUNT

GET DISCOUNT
ico-arrow

START PROJECT

TRY KURE
white-ico-arrow

START TRAINING

TRY IT
FREE