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 ...

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 ...