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 ...

That includes surveys, but also call center conversations, chat logs, survey responses, social media posts, and product ...

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 ...

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One common trait that unites entrepreneurs is the desire to build a billion-dollar behemoth that services tens of millions of customers per year. Business owners have so much to consider on their path ...

The polite but insistent phone calls started coming for Brian Wille not long after he purchased his Odyssey minivan at Darrell Waltrip Honda in Franklin, Tenn. Was he satisfied with his purchase? Was ...

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 ...

Millions of businesses rely on customer surveys to learn more about their customer base, their products, and their options for the future. Aspiring entrepreneurs use them for initial market research ...

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 ...

Why your inbox is overflowing with questionnaires asking you to rate your experience on a scale of 1 to 5 ...