To use your CX program as a customer engagement tool, each survey goal and each survey item should answer the question: What am I really asking? While a customer will never see this question, they ...

Yes, you probably do. At least, if you want customized questionnaires in order to grasp your audience’s needs and priorities or to intercept leads and prospect customers. A software for survey design ...

Data from mixed-mode questions are hard, if not impossible, to interpret accurately. The first part of this article will give an example of a mixed-mode question and an analysis of how to interpret ...

This short course introduces statistical survey methods necessary to acquire information from people and analyze the collected information in an objective way which would minimizes bias and errors in ...

The survey was conducted by telephone with a national sample of adults (18 years of age or older) living in all 50 U.S. states and the District of Columbia. The results reported here are based on ...

Focusing on customers is critical to any business and, oftentimes, a manager’s compensation is based on improving customer satisfaction. But how do you make sure that you are truly measuring ...