Customer feedback and Internet: Means used by the biggest Portuguese companies

Abstract

On this paper we proceed to the analysis of the means of obtaining customer feedback through the Internet. Keeping demanding customers as well as attract new ones, has always been a major concern for the majority of the companies. Knowing what customers think is an important part of developing products and services, and differentiating factor against the competition. Obtaining customer feedback through the Internet can be considered more cost efficient and accessible, when compared to more traditional means. This work results from a study that identified the means of obtaining customer feedback, on the websites of the Portuguese companies with the biggest business volume.