@CiaraNi @SorenMRiis @JD_Cunningham Speaking for the CS people at the company I work for (my team has a small customer-facing part of our job, so we get feedback too, although it matters much less to us), positive feedback directly affects staff morale and ratings. KPI stats are very important to the CS/customer care teams, they live and die by them. Pay rises, bonuses, continued employment - all affected by feedback as well as the numbers of tickets closed per day etc.