Collecting and Incorporating Feedback from Customers: Making Telephone Surveys Work (for You and for Them)
http://www.stc.org/ConfProceed/1993/PDFs/Pg412.pdf

Grice, Roger A. and Lenore S. Ridgway
STC Proceedings
1993

Abstract:

There is no question that feedback from customers is a vital input to any information-development process. To try to develop good and useful information without knowing how customers use (or intend to use) it is to work in a vacuum. To produce and deliver information and to ignore the follow-up activity of checking customers use of and satisfaction with the information is nothing less than gross negligence.