Declining survey response rates: why surveys still matter
Declining survey response rates are real and decades old. Why fewer customers answer, why surveys still matter, and smarter, shorter ways to ask them.
Tag
research
4 posts. All topics.
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Measuring customer experience with control groups: how to hold out
Control groups in customer experience measurement are the honest way to show a change caused a result. How to hold out without A/B tools, and what breaks it.
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Qualitative and quantitative feedback: a soft focus on hard data
Qualitative and quantitative customer feedback answer different questions: scores say where, comments say why. How to pair them and read 500 verbatims fast.
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Customer decision process: the new way buyers evaluate purchases
The customer decision process now runs before the first call, on reviews, peers and communities. How to map it, feed it, and start the sale in the middle.
