The document discusses key findings from a voice of the customer study: 1. 91% of customers feel it's important for brands to offer feedback channels, though only 50% feel brands are more receptive to feedback today than 3 years ago. 2. While 69% of customers provided feedback to a brand in the past year, they want acknowledgment, evidence the brand took action, or rewards in return for their feedback. 3. One-third of customers have switched brands due to a frustrating feedback experience, so customers care about the feedback experience and want it to be easy and engaging.