Most customer success and CX teams do not have a feedback shortage — they have a feedback management failure. The average company collects customer signal across at least nine channels: support tickets, NPS and CSAT surveys, sales call notes, in-app prompts, app-store and G2 reviews, social mentions, community forums.

Customer feedback is the information customers share about their experience with a product, service, or brand — what works, what doesn't, and why — gathered through surveys, interviews, support conversations, reviews, and in-product signals.