The stated purpose of most surveys, whether it’s a question a day or several questions posed every month, is to gauge employee satisfaction and engagement. As CEB Global, a Gartner Company, points out, it’s easy to lose sight of an important fact. when designing surveys.
If you’re soliciting customer feedback only through online surveys, you’re not getting the whole picture. Read Nancy Porte’s advice on how to improve the feedback process and make sure you’re offering top notch service.
The lines between customer service and marketing are often blurry. This is especially true when it comes to customer surveys. Marketers may say these surveys are all about customer service but they often take the chance to push loyalty while asking for opinions. Now, consumers are saying – enough already.