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Archive | Transactional Surveys

The Strategic and Tactical Roles of Customer Surveys

Customer experience (CX) improvement efforts rely heavily on the use of customer feedback. While there are many different methods of collecting this feedback, customer surveys remain a popular choice among CX professionals. In this post, I will discuss how senior executives can use relationship and transactional surveys to get the information they need to make better […]

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Linkage Analysis for Your VoC Program - Free Paper

Customer feedback provides useful information about the health of the customer relationship. Relationship and transactional surveys, commonly used to capture customer feedback, are used to assess and improve that health. While customer feedback metrics provide great value in and of themselves, when used with other types of business data, they can address meaningful business questions: […]

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20 Best Practices for Customer Feedback Programs: Applied Research

Below is the final installment of the 20 Best Practices for Customer Feedback Programs. Today's post covers best practices in Applied Research. Applied Research Best Practices Customer-focused research using the customer feedback data can provide additional insight into the needs of the customer base and increases the overall value of the customer feedback program. This […]

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20 Best Practices in Customer Feedback Programs: Building a Customer-Centric Company

Customer feedback programs (sometimes referred to as Voice of the Customer Programs, Customer Loyalty Programs) are widely used by many companies. These customer feedback programs are designed to help them understand their customers’ attitudes and experiences to ensure they are delivering a great customer experience. The ultimate goal of a customer feedback program is to […]

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Relationships, Transactions and Heuristics

There are two general types of customer satisfaction surveys: 1) Customer Transaction Surveys and 2) Customer Relationship Surveys. Customer Transactional Surveys allow you to track satisfaction for specific events. The transactional surveys are typically administered soon after the customer has a specific interaction with the company. The survey asks the customers to rate that specific […]

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