Category: Customer Satisfaction Surveys

Do you have time for a survey? Can you give us some feedback?  Tell me how I did!

We are all too familiar with customer feedback requests as they bombard us from every side: email signatures, website pop-ups, phone queues (“press 1 after this call to …”), even the grocery gal circles a survey she’d like us to take at the bottom of the receipt.

Last Updated: May 14, 2025 Survey Overload I know you get asked to take customer feedback surveys all the time, because I do. Even the shortest business trip results in at least 5 surveys: Delta wants to know about your flight; Hilton wants to know about your stay; Enterprise asks about your car rental and […]

It’s always important to think about how you can improve your customer satisfaction surveys. Most surveys are littered with errors that drag down your response rate and the accuracy of your data. I will be moderating conversations about Voice of Customer next week at the Operations Summit. It got me thinking, it’s practically a given […]

Bad customer survey questions are everywhere. But they’re not as tricky to avoid as it may seem. Why Use a Customer Survey? What’s the point of doing a customer feedback survey? Well, rather obviously, to gauge how customers perceive you, and where their expectations are being—and not being—met. This requires walking in the customer’s shoes […]

While there are a lot of common errors in customer satisfaction surveys, I recently experienced a particularly egregious one: fake customer survey data. Fake Customer Survey Data Example Our company recently began working with a website optimization service. As the introductory phone call drew to a close, our new account manager asked me to take […]

If you want to improve your customer feedback program you probably need to improve your customer survey. An Analyst Perspective on Customer Surveys Customer surveys make up a multi-billion dollar industry, and many of us get at least one per day. But just because surveys are everywhere doesn’t mean they’re always good. At Interaction Metrics, we […]

If you’re looking for a simple fix for your touchpoints, lose NPS. Last week I spoke at the Society for Service Executives Symposium in Chicago. As always, when the primary topic is customer satisfaction, there was a lot of talk about NPS (Net Promoter Score). As I have often said, it’s a tired customer survey […]

Chances are, you have a biased customer survey. The good news? You’re not alone and we have the fix. Most customer satisfaction surveys suffer from uneven customer representation, which leads to inaccurate data. As the saying goes, “garbage in, garbage out.” And let’s face it, garbage should never be the basis of your business decisions. […]

Sometimes it’s necessary to break your NPS routine. The NPS question is regularly used in customer feedback surveys. Nearly everyone has seen it: How likely is it that you would recommend us to a friend? What Does It Tell You? This question assumes that customers think in terms of their likelihood to recommend companies—but all […]

Are you capturing and measuring the real customer experience? How do you know? Customer feedback surveys are great because they can be objective and easy to implement. But they only capture the tiniest slice of the actual customer experience, especially when it comes to the experiences customers have with contact centers. According to CallMiner, companies […]

It’s not as daunting as it may seem to get a better customer satisfaction survey. Earlier this month, I discussed how to improve your customer satisfaction survey in a GoToAssist webinar. Participants shared lots of comments and questions, so here are a few more ideas and resources. One person said they learned about what NOT to […]

Want to know how to fix common survey errors? Read on to find out more. Ask yourself if your customer satisfaction survey is good? Really good? Customer satisfaction surveys are a multi-billion dollar industry. Unfortunately, most customer feedback is riddled with errors. From sampling issues to poorly worded questions, the state of customer feedback is […]