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Survey Design – Best Practices

Lumoa

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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25 customer satisfaction survey questions and examples

Callminer

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

ShepHyken

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

ShepHyken

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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The State of Customer Experience 2023 Report: Part 2

The Northridge Group’s State of CX 2023 Part II research report reveals that nearly half of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. JUST RELEASED!

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Post call surveys: Has the end finally come? – Tethr

Tethr

With the advent of machine learning, traditional post-call surveys are quickly becoming obsolete as a measurement of customer effort.

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10 Ways to Listen to Customers Without Surveys

CX Accelerator

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%.

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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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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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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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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.

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Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

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The ABM Benchmark Survey

In a recent survey with Demand Gen Report, we found 59% of experienced practitioners (those with ABM programs more than a year old) indicated their ABM programs are meeting or greatly exceeding their expectations, while only 45% of novices (those with ABM programs less than one year old) could say the same.