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Surveys Are Boring, It’s What You Do with Them That’s Exciting: Three Ideas for Beating Survey Fatigue

InMoment XI

In the world of customer experience , surveys have been a reliable feedback-collecting source for decades. As we make our way forward with new CX technologies and approaches, survey fatigue remains a key operational concern. Make Surveys Shorter. Well, people are potentially thinking this about your surveys, too.

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Survey Methodology

InMoment XI

When it comes to collecting data, one of the best ways to do so is a survey. Most companies put out surveys of some kind for customers and employees at different points. But there’s more to a survey than just a series of questions. But what is a survey method? What is survey methodology? What Is Survey Methodology?

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Survey Design 101

InMoment XI

This is why the design of the survey can ultimately determine the survey’s success. What Is Survey Design? Survey design is the detailed process of creating surveys that optimize the potential results that can be collected from a well-made questionnaire. 5 Steps for a Seamless Survey Design.

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Survey Design – Best Practices

Lumoa

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. But with great power comes great responsibility – if you’re going to get the results you need to make critical business decisions, it’s important that your survey design is done well!

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The 2023 Verint Experience Index: Retail

This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Reports of the death of in-store shopping have been greatly exaggerated. Retail customers value price above everything, but the importance of other factors varies for different brands.

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Top Customer Survey Questions for Valuable Feedback

InMoment XI

You have possibly come across this phenomenon in your customer surveying experiences. Asking the right question to get responses from customers is crucial to making surveys a valuable tool. Read on to learn more about the different types of customer survey questions and what questions can help you get the most valuable feedback.

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5 Tips For Choosing the Right Survey Rating Scale

InMoment XI

You’re sitting down to carve out the newest survey in your customer experience (CX) program. Now it’s time to settle on the survey rating scale you’ll use. If you’ve ever put together a customer survey, you will no doubt have used a rating scale as an option for respondents. Unsure of which scale to choose?

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The Open CCaaS Advantage Report

When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? It’s no longer the engagement channel leading CCaaS conversations.

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2020 Database Strategies and Contact Acquisition Survey Report

47% of marketers said they have a database management strategy in place, but there is room for significant improvement. Marketing and sales teams are feeling pressured to deliver authentic messaging to buyers at every point of their customer journey.

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NEW! 2023 State of CX Research Report Just Released!

Part II of The Northridge Group’s State of CX 2023 report reveals 93% of business leaders surveyed believe their companies make it easy for customers to resolve issues. Only 66% of customers agree.

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Changes in Consumer Habits: Looking Back Over the Last 12 Months for Restaurants

This large-scale North American survey explores changes in expectations over the last year. You’ll learn: What consumers expect from restaurants and food service establishments. How habits are solidifying. Where to focus efforts to drive the greatest impact.

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The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.

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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall experience!

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How to Close the Customer Feedback Loop and Open the Doors to CX Success!

When surveys show that customer journeys aren’t meeting expectations, companies need to take action. Most organizations “close the loop” on feedback by following up with customers afterward. Unfortunately, companies don’t always see a positive financial impact from these actions.

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The State of Customer Experience 2023 Research Report

The Northridge Group’s 7th annual State of Customer Experience 2023 report resulted from surveys of 1000 customers and 250 business leaders and features insights that businesses across all industries can use to benchmark their Customer Service and improve the Customer Experience.