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Lean Six Sigma Q&A - GoLeanSixSigma.com

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,…
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