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 ...

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 ...

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 ...

Not every mundane transaction deserves a five-star rating. Ordering tickets or buying socks isn't a magical experience.

The art of implementing customer surveys takes time to perfect. Not only do you have to motivate your audience to take the survey in the first place, but once the results are in, it’s your job to ...

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 ...

Point-of-sale (POS) surveys can improve your business's understanding of its audience, allowing you to gauge customer satisfaction as soon as a transaction takes place. A POS survey is any survey ...

Customer satisfaction surveys are used by small business owners to gauge how the company is perceived by the patrons they service. Organizing a survey is the first step in assessing customer reaction ...

What’s the best way to find out what people think of your business and where they think you need to improve? Just ask them, Sherlock. Regularly surveying your customers can provide a direct insight ...

A new report, based on interviews with more than 8,000 U.S. internet customers, ranks providers across multiple ...