A systematic surveying process will help you better understand customer perceptions of your contact center’s performance. The five basic steps in performing customer surveys are: project planning; ...

Poorly-designed surveys waste everyone’s time. Here are some common survey problems and ways to get the most out of your next. Can we talk? At the most basic level, these three words are the ...

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 ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Sumit Aneja Customers now ...

When Mark Davidson of Palm Springs was shopping for a new minivan recently, he was expecting pressure from the dealership when he was buying the vehicle, not afterwards. But that’s when he got the ...

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 ...

Opinions expressed by Entrepreneur contributors are their own. How many times, during a customer experience, have you been asked to “just take a quick survey”? Whether you receive a pop-up immediately ...

Frank Besednjak, president, The Training Source, Louisville, Kentucky, and founder of Customer Care Plus, believes HVAC contractors should be held at a higher level of service than they have been in ...

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 ...

This story was originally published on CX Dive. To receive daily news and insights, subscribe to our free daily CX Dive newsletter. Three-quarters of CX and contact-center professionals say that ...

Have you ever purchased something, somewhere? If so, then surely you’ve felt this particular pain: Along with your bag of goods comes all kinds of marginally necessary offers and calls to action. And, ...

In an effort to tighten its focus on customer service, Kenworth Truck Co. is offering recent truck purchasers two owner surveys on the Internet In an effort to tighten its focus on customer service, ...