Construction, Double-Barreled Question and Touchpoint

The Science of CX Surveys: Greg Kihlström Interviews Martha Brooke

InteractionMetrics

JULY 29, 2024

NPS is too prolific, being used at every touchpoint instead of as a summary measure as Bain intended. To get meaningful data, remove biases like leading constructs, double-barreled questions, and insufficient answer options from your survey. But, you know, examples are like double barreled questions.

Double-Barreled Question

Double-Barreled Question CX Construction NPS

Here Are the 5 Standards of Excellent Customer Listening

InteractionMetrics

MAY 28, 2019

Remove leading statements, skewed scales, double-barreled questions, and other subjective constructs. This is crucial because experiences are comprised of multiple touchpoints and personas. Make sure you can drill down and filter your results by key elements e.g., product, touchpoint, or associate.

Mystery Shopping

Mystery Shopping Double-Barreled Question Unstructured Data Non-Profits

Tech Customer Success

The Science of CX Surveys: Greg Kihlström Interviews Martha Brooke

Here Are the 5 Standards of Excellent Customer Listening

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