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Sir, The statements were absolutely right. Feedback is essential in all type of fields in order meet the customer demand in terms of quantity and quality. It is the best tool for measuring customer satisfaction. Feedback plays a vital role in improving our own performance. I would like to add some points to your valuable information regarding tools for structuring a Feedback. Tools are mainly three factors. 1. Situation - Defining the situation by two questions "where" and "when". This puts feedback into context and gives other person specific setting as a reference. 2. Behavior - Describe the specific behavior we want to address. Making assumptions on behavior may undermine our feedback. So, it has to be a measurable information. 3. Impact - Use of "I" Statements to describe how other person's action has affected us. As you mentioned, "Customer is King" especially for a construction company like L&T. So, Feedback is necessary for customer retention and satisfaction. Thanks, Balaji L

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