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 ...

Customer surveys are useful for better understanding your business, better understanding your audience, and ultimately tweaking the business to be more profitable. But without well-designed surveys, ...

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 ...

Survey begging, driven by the pursuit of positive customer feedback, is the bane of the customer experience. We've all encountered it, whether it's servers saying they'll lose shifts if they don't get ...

Consumer feedback is essential to growing a business and keeping customers happy. By analyzing the answers to well-thought-out questions, business owners can get valuable insights into new ways to ...

Are there too many customer surveys? Do they improve service? Or are they - as we suspect - annoying for everyone ...