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 ...

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; ...

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 ...

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 ...

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 ...

The Takeaway: The Open Forum blog may be directed at small business owners, but the problems Wanetick outlines with customer surveys apply no matter the size of your company. Among the many issues ...

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 ...

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 ...

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 ...