Consumers are more powerful now than ever before, most importantly because of their social networks. With the development of how individuals convey, organizations are endeavouring to make up for lost time. Consumer loyalty is often an implication of whether you as a service provider have met their expectation or not. Every customer now wants to be treated in a unique manner and not just another customer. This exercise is often used to get actionable feedback to meet consumer`s expectation, reduce churn and stop customers from defecting to your competitors.