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In today’s environment, surveys seem to be everywhere. We are sent a survey after nearly every transaction. The mix of transaction and relationship surveys has at times become indistinguishable to customers. Having tools to monitor the number of surveys sent to customers is important. Biased surveys are indeed useless.

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25 customer satisfaction survey questions and examples


Looking to optimize your customer satisfaction surveys? Read this blog for questions and examples to help flesh out your own strategy.

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Survey Design – Best Practices


Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. But with great power comes great responsibility – if you’re going to get the results you need to make critical business decisions, it’s important that your survey design is done well!

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Guest Post: Are Customer Surveys the Best Way to Receive Feedback About Your Brand?


He shares the challenges and limitations of using surveys to gather feedback about customer experience. Surveys will always be a critical component of a brand’s customer engagement strategy. However, surveys are not the end all be all of improving your customer experience. Surveys don’t tell the whole story .

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2020 Database Strategies and Contact Acquisition Survey Report

47% of marketers said they have a database management strategy in place, but there is room for significant improvement. Marketing and sales teams are feeling pressured to deliver authentic messaging to buyers at every point of their customer journey.

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Stop Sending Me Surveys Unless You Care What I Have to Say!


I’m getting survey fatigue. In the past, companies have sent me surveys that were so long I became tired – or fatigued – at some point during the survey, and as a result, I wouldn’t complete it and therefore the company never received my feedback. We’ve covered survey length before, and that’s not what this is about.

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Employee surveys: Types, tips, and how-to guide


One crucial starting point is gaining an understanding of how your employees feel about working at your company, and the most effective way to do this is through an employee survey. An employee survey hands the mic to employees and empowers them to share critical feedback as to what’s working – and what isn’t – about their work experience.

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NEW! 2023 State of CX Research Report Just Released!

Part II of The Northridge Group’s State of CX 2023 report reveals 93% of business leaders surveyed believe their companies make it easy for customers to resolve issues. Only 66% of customers agree.

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Changes in Consumer Habits: Looking Back Over the Last 12 Months of Retail

This large-scale North American survey explores changes in expectations over the last year. You’ll learn: What consumers expect. How habits are solidifying. Where to focus to drive the greatest impact. Special features on grocery and convenience stores!

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall experience!

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The State of Customer Experience 2023 Research Report

The Northridge Group’s 7th annual State of Customer Experience 2023 report resulted from surveys of 1000 customers and 250 business leaders and features insights that businesses across all industries can use to benchmark their Customer Service and improve the Customer Experience.

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The Inner Circle Guide to Remote & Hybrid Contact Center Solutions

43% of survey respondents were using homeworking, with 5% running a pilot scheme or about to set one up. The new hybrid model emerging creates the opportunity to maximize the positives while reducing some of the negative attributes of remote working.

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Customer Perceptions of the Community Experience

We surveyed more than 600 consumers from three major English-speaking markets the United States, the United Kingdom, and Australia, to gain an understanding of their perceptions of the community experience. What is most important when interacting with a brand, and what is the ideal experience they’re looking for?

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5 Reasons CC Training Requires Automation

Survey results reveal a significant shift from a minority to a majority of contact center staff moved to remote work. 2020 has thrown a curveball at society, upending organizational objectives, expectations, and resources. The rush to deploy technology addresses only half the training equation.