Updated: How to Avoid Survey Fatigue

We’ve completely updated our blog on how top CX consultants turn surveys into strategy. Too many companies still measure customer experience the wrong way—so in this update, we show: If you’re collecting data but not seeing change, this post shows how to make every survey count. 👉 Read the updated post.

We’ve completely updated our blog on how to analyze open-ended survey responses. The core ideas still apply—but now we go further, showing: Why sentiment analysis alone is misleading How AI overcounts repeated comments Where qualitative research truly shines What a good tagging and dashboard process looks like When human researchers are essential for accurate insights […]

Our Most Popular Blog, Rewritten for the Feedback Era Back in 2013, we published a blog on the 9 Core Customer Service Principles—and it struck a chord. It laid out what great—and bad—service looks like, and why so many companies miss the mark. But in the decade since, customer expectations have evolved—and so has our […]

We’ve just updated our blog on How to Increase Response Rate with even more insights and detailed breakdowns! It now contains tons of useful new information, including: What your response rate is really telling you 10 research-backed ways to increase survey response rates (without bribing people) How better surveys lead to better decisions—and better customer […]