To use your CX program as a customer engagement tool, each survey goal and each survey item should answer the question: What am I really asking? While a customer will never see this question, they ...

Surveys are a popular tool for collecting feedback from donors and program participants. Inexpensive and easy to send, they’re a visible way to engage constituents and signal an openness to outside ...

A behind-the-scenes blog about research methods at Pew Research Center. For our latest findings, visit pewresearch.org. Pew Research Center sometimes employs cognitive interviewing to help improve ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. May 25, 2018, 05:42pm EDT Jun 28, 2021, 01:21pm EDT This ...

Focusing on customers is critical to any business and, oftentimes, a manager’s compensation is based on improving customer satisfaction. But how do you make sure that you are truly measuring ...

This article is republished with permission from Wonder Tools, a newsletter that helps you discover the most useful sites and apps. Subscribe here. Tally is the best free tool for creating surveys.

A large experiment in rural Nigeria shows that phone surveys produce systematically different answers than face-to-face ...