The idea/concept of ‘feedback’ – from clients – and using this info is NOT new. It is currently and has been ( since the mid 1990s at least) alive and well in the world of school student achievement: in the teacher/student relationship.

Most recently – circa 1995 onwards – interest in and use of ‘feedback’ in the classroom based teacher/student relationship , to improve student achievement, is being increasingly written about; quantitative research results are being published, interprative/theoretical papers are being published.

Timperley and Hattie, Black & Wiliam, Petty, G, formative assessment, power if assessment are key words in any searches for information about this.

Also, I have key references (usually PDFs) to relevant upto date literature in this area, available for others to download.

good wishes,
with respect

chris wainwright . Christchurch, New Zealand.