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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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Measurement and Meaning of Customer Loyalty

The use of customer loyalty survey data to help manage customer relationships has received much technological innovation over the past decade. Web-based surveys provide an easy vehicle for customers to provide feedback. For example, individual customer concerns are addressed through the use of automated prompts (typically in the form of emails) to Account team members […]

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