InteractionMetrics

JULY 29, 2024

In this episode of the Agile Brand podcast with Greg Kihlström, Martha Brooke discusses the science of CX surveys. The Science of CX Surveys, Summarized: Many CX programs lack a scientific approach. NPS is too prolific, being used at every touchpoint instead of as a summary measure as Bain intended. Are they not?

Double-Barreled Question 52

Double-Barreled Question CX Construction NPS 52

CX Journey

OCTOBER 11, 2017

But have you ever considered that those very surveys are another touchpoint in the customer experience? That the experience with the survey must be considered and improved as much as the experience with any other touchpoint? Ask questions that are relevant to the audience. Ask unambiguous (clear, not double-barreled) questions.

Double-Barreled Question 47

Double-Barreled Question Touchpoint Start-ups Customer Experience 47

PeopleMetrics

OCTOBER 29, 2019

Avoid asking the customer a double-barreled question that covers two things at once, such as: “Please tell us about your experience when you checked in and visited our restaurant.”. Avoid using long-winded questions like: “We first want to ask you about the check-in experience during your most recent stay with us.

VOC 61

VOC Double-Barreled Question CEM B2C 61