The objective is to improve the receipt of user feedback. Sharing a user's feedback on social media without their explicit consent is a serious breach of privacy and trust. This action would likely deter the user and others from providing honest feedback in the future, directly undermining the goal of encouraging more feedback. While transparency can be beneficial, it must not compromise confidentiality. Options A, B, and C are all established methods for actively encouraging and managing feedback by making it easier to provide, showing it is valued, and incentivizing participation. Option D is a counterproductive action taken after feedback is received, which damages the user relationship.

A. Adding social media channels is a proactive step to meet users on their preferred platforms, making it easier for them to provide feedback.

B. Responding individually demonstrates that the feedback is heard and valued, which encourages the user and others to engage again in the future.

C. Offering rewards or incentives is a common and effective marketing and service management technique to motivate users to provide feedback.

1. ITIL® 4: Drive Stakeholder Value. AXELOS. (2020). Section 4.3.4

"Relationship management

" emphasizes that effective relationships are built on trust. Sharing private user feedback publicly without consent (Option D) would directly violate this trust

damaging the relationship and discouraging future communication.

2. ITIL® 4: Drive Stakeholder Value. AXELOS. (2020). Section 4.3.3

"Communication and collaboration

" advocates for using a variety of communication channels tailored to stakeholder preferences (supporting Option A) and ensuring communication is a two-way process

which includes responding to stakeholders (supporting Option B).

3. ITIL® 4: Drive Stakeholder Value. AXELOS. (2020). Section 5.1.3

"Value propositions

" discusses understanding what stakeholders value. Providing an incentive (Option C) is a way of offering value in exchange for the user's time and effort in providing feedback

thus facilitating value co-creation.