What's your name?
In the last 20 years I have had bad customer experiences no less than 1,200 times and yet I can’t remember one instance when I actually filled a feedback form. So the store never really knew I was unhappy.
Fortunately, in the online world feedback feature comes standard. When a customer is unhappy you don’t need to ask but observe how they navigate your virtual store and their emotions will flash on the screen for all to see.