Feedback
Feedback is a response from a customer or employee that expresses an opinion, evaluation, or comment about a product, service, or interaction.
Example: after a support request is closed in a chat, the customer is asked to rate the support on a scale of 1 to 5 and leave a comment. These responses help identify what needs to be improved in scripts and processes. Feedback can be collected through a messenger conversation, a short survey on the website, or an email.