Taking feedback from customers can come in many forms. It can be Listening Tours where you go visit their place, see how they do the process, and ask them directly about this particular process. Or it could be a focus group or phone interviews. Satisfaction surveys are typically not specific enough to ask information about a specific process, but if you wanted to do a very specific survey through an online tool like Survey Monkey, it can help.

Tracy O'Rourke

Tracy is a Managing Partner & Executive Advisor at GoLeanSixSigma.com. For almost 20 years, she's helped leading organizations like Washington State, Cisco and GE build problem-solving muscles with Lean Six Sigma to achieve their goals.