For this week’s blog post, we have compiled a quick list of pros and cons for solicited feedback collection methods (feedback you ask for, such as SMS or phone surveys) and unsolicited feedback collection methods (feedback you get without asking for it, such as social media posts or unrequested emails). Check out our matrix below.

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  • Decent response rates considering the lower cost
  • Vast reach of email
  • May end up in the ‘trash’ or ‘junk’ folder
  • Can contribute to ‘survey fatigue’
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  • Highest open and response rates of any channel


  • Must have access to phone numbers
  • Much more expensive option
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  • Less invasive
  • Can use site analytics to target your surveys
  • Lower response rates
  • More technical difficulties
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  • Many different feedback options (live-agent, automated, etc.)
  • More invasive
  • Much slower than other methods
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  • Effective
  • Costless
  • Immediate
  • Can be hard to track down the customer
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Social Media
  • Real-time interaction
  • Minimal cost
  • Easy-to-use
  • Requires time-consuming management
  • Must stay on top of which platforms are still relevant

To learn more, download our full article: “How to Find the Best Feedback Channel for Your Organisation.” Also, check out our CEM Best Practices page for more great info on customer experience management.