Companies have customer interaction branches. The sole purpose of having such a branch is to ensure that they can address all the problems of customer satisfaction and make sure that it is in tune with the policies of the company. Granted that pleasing each and every customer is not something that any company can do, but having a pretty high percentage of customer satisfaction definitely works in their favor. So, one of the main weapons used by the customer interaction branches from such companies would be the promulgation of word forms.
What the word forms do is to provide the customer with a place in which they can put forward their grievances as well as the points of satisfaction that they have experience. You could think of it as a market survey, but without having to spend a substantial amount of money behind this campaign. Moreover, since everything has been mentioned by the customer, you are getting the true data from the horse’s mouth. So, there is no doubting the data, and you can tweak your products accordingly to ensure that they are in full compliance of customer satisfaction.
Now, word forms have certainly been in place for a pretty long amount of time. However, people have only begun to understand the power of it in the past few years. So, most of the companies have now incorporated the use of word forms, and they are reaping rich benefits from its extended use.