CX Journey

OCTOBER 11, 2017

There's a lot of talk about improving the customer experience. And there's a lot of talk about using surveys to listen to customers so that we know where we need to improve the experience. But have you ever considered that those very surveys are another touchpoint in the customer experience?

Double-Barreled Question 47

Double-Barreled Question Touchpoint Start-ups Customer Experience 47

InteractionMetrics

NOVEMBER 26, 2019

While it feels good to reciprocate, let’s be clear: a Thank You Survey isn’t capturing objective facts about the customer experience. If your associates email the survey or, at the end of a call, take customers to a screen to provide feedback, you’re doing a Thank You Survey. So, give and then give more!

Double-Barreled Question 52

Double-Barreled Question Construction Customer Feedback Customer Survey 52

SurveySensum

APRIL 24, 2020

This immediately brings a positive stimulus to the question. Avoid Double-barrel questions. Such questions have 2 distinct parts included in the same question and create confusion in the respondent’s mind as to how to answer such questions. Balanced Answer Choices.

Double-Barreled Question 52

Double-Barreled Question Social Media Compliance Customer Satisfaction 52

InteractionMetrics

JULY 29, 2024

Martha touches on why most customer experience programs aren’t scientific, how you can become more scientific in your approach, and when and how to use AI in your survey program. If they were truly scientific, we would expect higher NPS and ACSI scores, and we would be having routinely good customer experiences.

Double-Barreled Question 52

Double-Barreled Question CX Construction NPS 52

InteractionMetrics

NOVEMBER 26, 2019

While it feels good to reciprocate, let’s be clear: a Thank You Survey isn’t capturing objective facts about the customer experience. If your associates email the survey or, at the end of a call, take customers to a screen to provide feedback, you’re doing a Thank You Survey. So, give and then give more!

Double-Barreled Question 40

Double-Barreled Question Construction Customer Feedback Customer Survey 40

InteractionMetrics

SEPTEMBER 17, 2019

Both tone (when done over the phone) and content are used to push customers toward particular answers. assumes the customer was somewhat satisfied. Double-Barreled Questions. These questions ask two things at once, so it’s unclear which question the customer is answering.

Double-Barreled Question 45

Double-Barreled Question Mystery Shopper Net Promoter Score Customer Survey 45

InteractionMetrics

SEPTEMBER 17, 2019

Both tone (when done over the phone) and content are used to push customers toward particular answers. assumes the customer was somewhat satisfied. Double-Barreled Questions. These questions ask two things at once, so it’s unclear which question the customer is answering.

Double-Barreled Question 40

Double-Barreled Question Mystery Shopper Net Promoter Score Customer Survey 40

PeopleMetrics

OCTOBER 29, 2019

If providing feedback takes longer than the actual customer experience, you have a major problem! So, if you’re measuring a customer experience that normally lasts three minutes using a survey that takes ten minutes, it’s time to go back to the drawing board. Watch the clock.

VOC 61

VOC Double-Barreled Question CEM B2C 61

InteractionMetrics

MAY 28, 2019

Here’s my shot at a definition: Customer Listening is a research-driven discipline that requires an open, curious, and scientific state of mind. It seeks concrete insights to improve the customer experience and it explores customer successes, friction points, and missed opportunities. Now, on to the 5 standards….

Mystery Shopping 40

Mystery Shopping Double-Barreled Question Unstructured Data Non-Profits 40

InteractionMetrics

APRIL 13, 2024

Nix double-barreled questions. These questions ask about two separate issues in one question. This muddles your data and obscures the information you need to improve the customer experience. Don’t ask customers irrelevant questions.

Double-Barreled Question 52

Double-Barreled Question Customer Survey Construction Start-ups 52