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 ...

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 ...

Agencies often depend on customer feedback for a variety of reasons. However, the key to unlocking the truth of customer surveys is to design one that consumers don't mind answering. The questions ...

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 ...

Do the following statements describe your company's approach to gathering customer data? We ask customers to comment only on what they have experienced firsthand because we need reliable data, not ...

In the Customer Experience report, we look at the many ways companies and consumers interact and how companies might make those experiences better for consumers. Previous coverage and new stories ...