The Importance of Feedback

August 19, 2017

What is Feedback?

Feedback is the resultant reaction, feeling, perception and thoughts of interacting with absolutely anything.

How important is Feedback?

Can you imagine a company, or even worse a world without the understanding of how other things reacted/felt/perceived/thought? Without it, how can we really understand anything other than our own perspective on anything?

If we remove the ability to understand feedback in everyday life, we would see chaos ensue as the world negates the importance of others and becomes self-interested and absorbed, brushing everything aside that gets in the way.

If feedback was removed from companies, the consequences would be slightly less, as it would only be the company that would implode at some stage. Business processes would be purely driven by results and costs, causing a lack of connection to staff and customer. In the end, both would find their needs were not met and discussed. Understanding feedback and what to do with it is essential to the longevity of a company.

What type of feedback is out there?

There are four types of feedback out there: Mechanical, System, Process and Human (Soft Intelligence). For example, when we think of a car, there are human, systemic and mechanical feedback measures in place, mechanical feedback would be the fuel gauge, speedometer, tyre pressure and so on, system feedback would be any system faults that pop up, and human feedback would be anything the driver sees, feels or hears. Each bit of feedback is essential to the ongoing maintenance of the car.

Mechanical, System, Process or Human Feedback (Soft Intelligence)?

The honest answer is that none should be championed above the others; in fact, they should always be employed in parallel for the best results.

Feedback from systems, processes and mechanics is very efficient indeed. Measuring feedback from mechanics, systems or processes incurs less costs and efforts to monitor their status. A lot of the data produced from mechanical, system, process feedback will lead to hard, verifiable data and firm intelligence to act on.

Human feedback is more varied and more difficult to measure effectively, especially when trying to measure it in real time. Nevertheless, human feedback has a much wider scope and thus there is more likelihood that unknown/unpredicted areas of focus can be understood as early as possible, minimising long term costs. Human feedback is Soft Intelligence, and when processed correctly can be used to create hard data to act on and be very powerful indeed.

Getting the most out of feedback?

All types of feedback need to be running as long as the activity/interaction in focus is in progress. It is no use having a fuel gauge that tells you how much fuel is available only at the beginning, middle and end of your journey. This is the same for work, understanding any feedback at work should never be left to staged interaction, regarding all the mechanics, systems and process feedback, it is preferable that companies keep a steady flow of instant data, but when it comes to human feedback the likelihood is that things may not be as closely monitored.

How do you monitor and gather Human Feedback (Soft Intelligence) effectively?

The feedback loop for individuals involved in the activity in focus must always be without resistance; that means it has to be accessible, non-confrontational and attractive. In addition to making sure the feedback mechanism and loop is working in good order, it is essential to ensure that all data is processed, reacted to and updated so there is always activity and positivity.

At Soft Intelligence we ensure the feedback loop is always optimised, making the most of Human Feedback for organisations worldwide. We provide staff/customer engagement apps with 24/7 feedback functionality, allowing anything submitted to be processed efficiently and effectively. Our team makes sure all the resultant data is actionable and clear. If standard questionnaires are required, we can provide those too. We are the one stop shop to maximise the productivity of Human Feedback and Soft Intelligence.

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