Surveys are a major part of a voice of the customer (VoC) program. Here are some considerations — and questions — you should consider. Companies that don’t measure the impact of Voice of the Customer ...

To use your CX program as a customer engagement tool, each survey goal and each survey item should answer the question: What am I really asking? While a customer will never see this question, they ...

When it comes to getting customer feedback, you may casually ask patrons questions in your store and look at your online reviews from time to time. But if you want to truly gauge how your business is ...

Do you truly want to know how customers view your customer service (and can handle the truth)? If so, here’s a 10-point consultation that will help you do exactly that through improved customer survey ...

It’s something we all wonder after interacting with a business: should I bother to take this survey they’re sending me? Whether you were the phone with an airline, bought a product from a private ...