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 ...

Concept image for illustration of Key Customer Assessment Indicator or KPI. The CEO took the stage as the first PowerPoint slide appeared on the giant screen. "I am happy to announce we just received ...

This avalanche of survey requests doesn’t even help improve products or services, experts say.

When gathering customer feedback, asking misguided or poorly formulated questions can have serious negative repercussions. Today’s top companies rely heavily on human insight to guide their strategies ...

EXPLAINS, YOU ARE NOT ALONE FOLKS. IT’S CALLED THE NATIONAL CUSTOMER RAGE SURVEY AND THE LATEST EDITION OF THIS SURVEY SHOWS THAT MORE AMERICANS ARE NOT ONLY HAVING PROBLEMS WITH PRODUCTS AND SERVICES ...

Do you truly want to know how customers view your customer service (and can handle the truth)? If so, here’s a 10-point consultation that will help you do exactly that through improved customer survey ...

US financial services giant Nationwide has found that survey have their time and place for improving customer experience - but that real-time data from Qualtrics XM Discover can drive near real-time ...

Customer experience is the No.1 priority of businesses today. And it's no wonder: Companies that invest in their customer experience program outperform those that don't by nearly 80%, according to a ...

Service advisers often struggle with balancing the unpredictable nature of automotive serviceand maintaining a satisfactory customer survey score, said Chris Craig, fixed operations content owner on ...

The parent company of Winnipeg spa Thermea is pulling a guest experience survey that asked what one customer says were ...