A more developed model, a view of the ICT roleModel conceptual framework

 The model above is where I see customer feedack lying. The feedback is either that they are satisfied (and any comments) or dissatisfied (and any comments).

It doesn’t help to produce targets, only perhaps a reduction in the number of dissatisfied customers overall or per channel but does allow channels to be managed according to customer satisfaction.

A slightly more developed model can be seen in the top left-hand corner, which can be enlarged when clicked upon.


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