When a company's website is managed by an outsourced firm, who should handle customer feedback related to the website?

When a company's website is managed by an outsourced firm, it is most appropriate for the outsourced web design company to handle customer feedback related to the website. This is because the outsourced firm has direct control over the website's design, functionality, and user experience. They are in the best position to understand the technical aspects and to implement changes based on customer feedback.

Handling feedback effectively involves not only understanding the nuances of website management but also having the capability to make updates or corrections as needed. The outsourced firm is specifically tasked with maintaining the website, thereby making them accountable for addressing any issues raised by users and incorporating constructive feedback into future updates. This ensures that customer concerns are handled by those who have the specific expertise and responsibility for the website, leading to a more streamlined resolution process and ultimately improving the overall customer experience.

Contrasting this with other options illustrates the appropriateness of engaging the outsourced firm in this context. An internal customer service team may handle general customer inquiries and support but may lack the technical knowledge needed to address specific website issues. The CEO's focus is generally on high-level strategic decisions rather than everyday operational details. Competitors should not be involved at all in handling customer feedback since their interests will not align with those of the company and could lead to conflicts