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Customer Service vocabulary · Service Metrics & Quality

Feedback

Meaning in customer service, with examples

/ˈfiːdbæk/nounCore term

In customer service, feedback means: Opinions, comments or information from customers about a product or service, used to learn what works and what needs to change.

In Turkish: geri bildirim, görüş

How it is used

Companies ask for, collect and act on feedback; customers give or leave feedback, which can be positive or negative. Team leaders also give agents feedback on their calls after listening to recordings.

Example sentences

  1. Thank you for your feedback. I've passed it on to our product team.

  2. We received a lot of positive feedback about the new returns process.

Common collocations

  • give feedback
  • leave feedback
  • positive feedback
  • customer feedback
  • act on feedback
  • surveyA set of questions sent to customers to collect their opinions, for example right after a call or a purchase.
  • customer satisfactionHow happy customers are with a company's products, its service or a single interaction; also the measure of this happiness.
  • CSATCustomer satisfaction score: a measure based on short surveys that ask customers how satisfied they were with a product or with one interaction.
  • quality assuranceChecking calls, chats and emails against set standards to make sure the service is correct, consistent and polite.

This word in other fields

The same English word can have a different meaning in another field:

More terms: Service Metrics & Quality

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