Businesses today frequently turn to customer surveys to gauge customer satisfaction, gather feedback and obtain data-driven insights. However, an over-reliance on these tools often leads to survey ...

A customer survey starts with the development of a questionnaire. Marketing research professionals will usually get input from other functional areas of the company, like brand and advertising, so ...

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 ...

I recently had an outstanding experience at a diner—the food, atmosphere, presentation and service were terrific. I was extremely satisfied with the experience, yet I won’t return. Why? Because I ...

A new study by Customer Care Measurement & Consulting (CCMC) and Arizona State University's W. P. Carey School of Business reveals record levels of customer anger, rising online confrontations, and ...

Customer satisfaction surveys are used by small business owners to gauge how the company is perceived by the patrons they service. Organizing a survey is the first step in assessing customer reaction ...

Surveys are one of the easiest and most efficient ways to secure customer intelligence, which is one of the most important—and overlooked—business advantages in the contact center. Todd Strubbe is ...

AMES, IA – Customer satisfaction surveys are ubiquitous. They blip into our daily lives after dental appointments, haircuts and calls with IT. For businesses, these short questionnaires are intended ...

It's not enough that I pay Verizon nearly $90 per month for internet access. No, they also want my "valuable feedback." That's why they emailed me a customer survey on March 18. "Please take a moment ...