Hi Nila, Hope you are doing well. This is really very interesting to get the customer feedback for a branch manager. To answer your query i would use combination of first and third option that you have suggested in the mail below. Why 1st because selecting the customers randomly will be bias free and having telephonic feedback will actually give you an opportunity to ask specific question to the customers and can get their reaction or view on particular subject. Why 3 because the actual number of complaints that you have received against him, u can actually compare with the number of customers that the manager handles a day and u can actually calculate the ratio and come to a conclusion how frequently the branch manager is getting complain against him from the customers. I would like to share one thing that we practice here at our organization. We have a customer support centre for our technical product and it handles the support call from more than 55 countries including india. To know the customer feedback, at the end of the particular complain is closed we send the customer feedback form for the Technical support executive which is filled by the customer and it contains various questions. And at the end of this questionaire customer is supposed to rate executive on three point one is High , Midium and Low.This Hi and low are taken into account at the time of their appraisal. I hope this would be of some use to you. Regards, Surendra Varma 9925029858

Hello Mr. Surendra Verma,

 

Thanks for the reply. you are right. As you described,  there has to be acombination of 1st and 3rd methods, which gives an effective result.

Regards

Nila