Surveys are ubiquitous. Customers have grown accustomed to seeing survey links at the bottom of receipts and receiving survey invitations by email. The good news about the proliferation of surveys is that it shows more companies are taking customer experience (CX) seriously.
The bad news: customers are apt to experience “survey fatigue”—and less likely to respond to survey requests.
You can combat survey fatigue by designing smart surveys that capture meaningful CX feedback from your customers. Our list of five survey mistakes will help you avoid common pitfalls and grow your response rates.
https://customerthink.com/avoid-these-5-survey-mistakes-to-gain-more-cx-feedback/
Companies are obsessed with providing the best possible customer experience and for good reason. When something goes wrong along that journey–necessitating a call to customer service–getting the customer quickly back on track is critical to minimizing the impact on the experience. Companies are especially interested in how these interactions go and hunger for data to help ensure the best possible customer journey.
Enter customer surveys. Done correctly, questioning customers about their service interaction is a great opportunity to gauge customer disposition and to correct service issues. Done poorly, surveys fall short of collecting actionable data and ultimately have a negative impact on customer experience.
https://customerthink.com/are-your-customers-suffering-from-satisfaction-survey-fatigue/
