Crack The Customer Code

Adam and Jeannie share common customer survey mistakes and how to avoid them to get thoughtful responses. Losing our way with customer survey mistakes Customer surveys are great for getting the feedback we need, learning how to improve our experiences, or finding out where we need to invest. Recent studies show that most customers ignore surveys, most of those who do fill them out don’t do so thoughtfully, and many who start surveys never finish them. And the survey feedback we DO get? It’s only from the customers who felt very strongly enough to put in the time, so your average customer may not be represented in the results. We will remember things that are dramatically emotional either way, more than any part of the experience, so if we’re reporting back on something, it’s because we’ve had a dramatic moment of emotion, either good or bad” “...if we’re reporting back on something, it’s because we’ve had a dramatic moment of emotion...”- Jeannie Walters What are we doing wrong? Today, Adam and Jeann