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 ...

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 ...

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 ...

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 ...

Customer feedback surveys not only offer small business owners important feedback, but they also emphasize your value to your customers. When customers take the time to think about your business and ...

Opinions expressed by Entrepreneur contributors are their own. How many times, during a customer experience, have you been asked to “just take a quick survey”? Whether you receive a pop-up immediately ...

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 ...

Are there too many customer surveys? Do they improve service? Or are they - as we suspect - annoying for everyone ...

When it comes to getting customer feedback, you may casually ask patrons questions in your store and look at your online reviews from time to time. But if you want to truly gauge how your business is ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. Survey response rates are dropping because customers feel brands ...