Based on our experience, here are the key steps to launch an effective customer feedback program:

Begin by mapping the key moments in your customer journey where feedback would be most valuable. This might include post-onboarding experiences, product usage milestones, or support interactions. With these touchpoints identified, you can select the most appropriate survey methodology for each moment. Remember to establish clear ownership from the start -- determine who will analyze the responses and who will be accountable for acting on the insights you gather.