Customer Feedback
Turn Feedback into Action—and Opportunity
Customer feedback is more than a metric—it's a powerful driver of product and process improvement. EXP’s Customer Feedback Module centralizes the handling of complaints, returns, customer satisfaction scores, and internal production issues in a secure, structured, and collaborative environment.
🎯 Outcome
- Faster resolution of customer complaints and product returns
- Data-driven quality improvements across departments
- Strengthened customer relationships through transparent communication
- Full traceability of investigations and resolutions
- Improved compliance with quality standards such as ISO 9001
🔍 Why It Matters
In today’s competitive market, customer loyalty is built on consistent, responsive service. When feedback is ignored or mishandled, the cost is more than just a lost sale—it’s a lost opportunity. Our solution ensures your teams respond to feedback with agility and accountability, backed by real-time data from your ERP and production systems.
⚙️ How It Works
EXP’s Customer Feedback Module integrates seamlessly with your internal ERP systems and workflows to deliver an end-to-end complaint and feedback resolution system. From intake to closure, every piece of feedback is tracked, categorized, and followed up with precision and transparency.
🔑 Key Features
- Centralized Complaint Handling
Manage customer complaints, product returns, and internal production issues in one place. - ERP Integration
Automatically pull in relevant customer, order, and work order data to support investigations and reporting. - Investigation Checklists
Standardized investigation workflows tailored by feedback category. - Root Cause Analysis
Use configurable methodologies such as 5 Whys, Fishbone Diagrams, or custom RCA templates. - Corrective & Preventive Actions (CAPA)
Track action items, assign responsibilities, and ensure accountability through to resolution. - Approval Workflows
Gain management sign-off and verify resolution steps before closing out any case. - Customer Scorecards
Track satisfaction metrics and recurring issues across time or customer segments. - Secure External Communication
Engage directly with customers via a secure, token-based communication portal—no login required.
📈 Continuous Improvement
Feedback is only as valuable as the change it inspires. Use analytics, dashboards, and customizable reports to identify trends, reduce recurring complaints, and improve customer satisfaction—across teams, facilities, or global operations.
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