Passive data gathering

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Passive data gathering occurs when the customer initiates the data gathering for a firm such as filling out a customer complaint card or sending an e-mail. The firm provides the mechanism for feedback, and the customer must initiate the use of the mechanism.

Definition

According to Managing Quality by Foster (6th edition),

Passive data gathering. Occurs when the customer initiates the data gathering for a firm such as filling out a customer complaint card or sending an e-mail. The firm provides the mechanism for feedback, and the customer must initiate the use of the mechanism.
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