Surveys Are Alive and Well
I have some great news—the survey is not dead.
In fact, it is still a crucial part of many organizations’ customer feedback strategies. I have recently spoken with a variety of organizations that tell me they use survey results to help train their customer service agents, develop better processes, and to evaluate if improvements are being noticed by customers—and importantly—are having the long-term desired effects on their satisfaction.
It’s clear that customer engagement efforts are still benefitting from what surveys bring to the table. Based on the input from our own customers, the maturity model of customer feedback seems to be evolving from the “collecting data for data’s sake” method to now combining meaningful results with other feedback tools and platforms, identifying areas for operational change and smarter engagement.
For other insights, read my full Loyalty 360 article.