Abstract:

Customer satisfaction feedback software allows companies to receive and manage feedback. It allows you to engage with your customers directly and gives a way of quantifying customer feedback and satisfaction. Additionally, it enables you to find out what customers really think about the product or service. Collecting customer feedback is crucial for businesses that want to identify and reduce the number of unsatisfied customers and improve their product or service. It is a difficult process in the organization, but the question in the Interreg Baltic Sea Region project “Supporting Smart Specialization Approach in Silver Economy for Increasing Regional Innovation Capacity and Sustainable Growth (OSIRIS)” (Nr. #R080) - how it may help in the open innovation ecosystem. This paper will present some feedback tools which may be helpful in the open innovation ecosystem, that is already available to be freely used by those who might find it helpful for their professional work, through the platform of the project (https://silverhub.eu).
There are a lot of feedback tools to be found, but we need to know which are better to use. There was a search for feedback tools which are relevant to the stakeholders of an open innovation ecosystem, for all actors to gather feedback from different customers for different purposes like: gaining a first impression of the potential benefits of the product from the market; collection and evaluation of feedback, gathering feedback, evaluation of post-warranty operation of the product from the market and feedback from the manufacturer‘s repair department.; assessing popularity and demand of the product; providing feedback on expert professional competencies and adjustment; providing feedback to the model host on knowledge management and the ability to achieve goals and etc.
Feedback is more than just praise or criticism. It is an ongoing process of assessment, communication, adjustment. We must learn to give feedback and to get feedback in all stages of our lives. Computer-mediated communication tools help us to get feedback, but we need to learn and how to find the best tool. There were more than 50 different feedback tools reviewed, they were grouped in to six different groups and assessed: for which customer group it is relevant; is it easy to use; what is the base of deployment; features etc. Knowing that technology facilitates the collection of information, an answer is sought on how to choose the right tool, what to look for, whether multiple feedback tools can be used simultaneously to manage knowledge in an open innovation ecosystem.
And the results show that each product making or service providing actor must use the appropriate feedback tools for better results. Like Voice of the Customer Tools, most are very powerful and very complex solutions. Theoretically they can be used by some actors, but in each case, they must be customized and adapted for specific activities. For fast product or service feedback, it is possible to use simple Survey tools. Using simple solutions lets you receive feedback in each stage of the process. Also, that solution lets you receive feedback from all customers of specific product/service. For more long-term feedback, it is better to use the Survey tools with the ability to select specific survey respondents. For feedback of knowledge management and the ability to achieve goals, it is better to use some of Community feedback tools.

Keywords:

Research Projects on Learning and Teaching Innovations, Feedback Tools, Open Innovation Ecosystem