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.
