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 […]
Last Updated: June 16, 2025 Never a day goes by that I don’t receive a survey request—sometimes multiple ones. I bet that’s true for you too. In 2013, SurveyMonkey processed approximately 1 million survey responses per day. By 2014, that number had already more than doubled to 2.2 million per day. And now? By 2025, SurveyMonkey […]
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