That includes surveys, but also call center conversations, chat logs, survey responses, social media posts, and product ...

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 ...

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 ...

To use your CX program as a customer engagement tool, each survey goal and each survey item should answer the question: What am I really asking? While a customer will never see this question, they ...

Surveys can benefit your company, your current customers, your potential customers, and the industry as a whole through usable information that might otherwise be lost. Among the many techniques ...

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 ...

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 ...

Why your inbox is overflowing with questionnaires asking you to rate your experience on a scale of 1 to 5 ...

Glance releases its 2026 CX Trends Report, revealing how last year’s rush toward AI reshaped — and often damaged — customer ...

Scammers send you a text message that appears to be from a well-known chain store. As part of a holiday deal, the “store” is ...