Customer Feedback Management Across Support Service Units in the University of the Cordilleras

Rodora dela Rosa Las Marias

doi:10.36948/ijfmr.2024.v06i03.19811

Customer Feedback Management Across Support Service Units in the University of the Cordilleras

Author(s)	Rodora dela Rosa Las Marias
Country	Philippines
Abstract	Feedback from customers are essential inputs for an organization’s improvement specially when managed effectively, may it be in industries, businesses, or educational institutions. This study aimed to describe the procedure on managing customer feedback implemented by the various support service units in the University of the Cordilleras. The researcher utilized a qualitative research design. Data were collected using a semi-structured interview conducted online with twenty (20) office personnel selected through purposive sampling. They were from the Student Welfare Services, Libraries, Career Development Center, Guidance and Counseling Office, Medical Clinic, Registrar’s Office, Student Development and Welfare Office, Occupational Safety and Health, Center for Social Responsibility, Marketing Communications and Enrollment Services; and Accounting Office. The inductive thematic approach was used to analyze data which highlighted interesting themes identifying three (3) primary processes in managing customer feedback – 1) gathering feedback, 2) documentation and 3) addressing feedback. Feedback sources may include surveys, evaluations, and interviews via traditional or online methods. Documentation entails collating and classifying feedback, which then leads to the identification of actionable items. The research findings suggest that customer feedback management extends beyond mere data collection and documentation; instead, it requires actions, actual measures and continuous improvement efforts that are monitored and sustainable.
Keywords	Customer, Engagement, Feedback, Input Processing, Support System
Field	Sociology > Education
Published In	Volume 6, Issue 3, May-June 2024
Published On	2024-05-07
Cite This	Customer Feedback Management Across Support Service Units in the University of the Cordilleras - Rodora dela Rosa Las Marias - IJFMR Volume 6, Issue 3, May-June 2024. DOI 10.36948/ijfmr.2024.v06i03.19811
DOI	https://doi.org/10.36948/ijfmr.2024.v06i03.19811
Short DOI	https://doi.org/gttbc6

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Customer Feedback Management Across Support Service Units in the University of the Cordilleras

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