Which feedback type focuses on individual interactions?

Interaction feedback specifically concentrates on the individual touchpoints or interactions that a customer has with a brand, product, or service. This type of feedback is gathered to assess the quality of each interaction, capturing the customer’s immediate sentiments, experiences, and satisfaction levels regarding specific encounters. It is essential for organizations wanting to improve customer service and optimize each interaction based on real-time feedback.

In contrast, journey feedback looks at the overall experience that a customer has with a brand over time, emphasizing the entire customer journey rather than individual interactions. Passive listening involves gathering insights from customer behaviors and social media interactions without directly soliciting feedback, which does not provide the focused insights that interaction feedback offers. Market research, while important, typically encompasses broader studies to understand market trends and consumer behaviors rather than examining specific customer interactions on a one-to-one basis. Therefore, interaction feedback is the key type that focuses specifically on individual interactions.