Listening Post is a term used to describe points where an organization is open or listening to customer feedback.

Some examples of organization listening posts are listed below. There are many other opportunities to listen to customers and stakeholders. The key is to capture the comment, complaint, question or compliment in a simple and consistent way. Every organization should think about how to capture this information, analyze it, respond to the customer, and make internal improvements as necessary.

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• Direct mail customer survey
• Customer comment cards at service counters
• Focus groups
• Citizen groups or boards
• Phone centers
• Internet “Ask Me” or “Contact Us” e-mail links
• E-mail directly to a staff member
• Direct in-person or phone conversations with staff
• Customer complaint processes
• “Sondeo” approach for rapid assessment of local situations