Hi,

There is no doubt that during 2008 the phrase "Event Driven Feedback" (EDF) started to be used more often by experts,opinion leaders and analysts who specialize in the fields of customer experience, customer service, voice of the customer and other similar fields. There are many arguments on what is EDF and what is the primary use of it... In my opinion the primary use of EDF is improving customer experience and coaching service representatives.
I think that the main difference between EDF and other well know survey methods lies on the facts that EDF is being gathered proactively by the organization a short time after a customer interaction has occurred, it is in relevance to and in context off a specific interaction and therefore increase dramatically the response rates.

I would be glad to read your thought & insights on the above mentioned,

Cheers,
Elad