Looking for a positive reply: The frontline employees (agents) will be the people to ask for feedback within the company. They are the ones who deal directly with customers; any real-time situation should be resolved on the spot. Therefore, their input and opinion can reflect the experience the most.

After each customer service section, we will prompt a simple and quick-to-respond survey to the customer with options to express their opinions further.

The internal communication channels will be emails that go around the organization for announcements or feedback and regular meetings with the employees to initiate discussions and interaction of the discovered issues that need addressing.