Join the Movement: Stop Surveys that Suck
The recent Forrester CX Index study shows CX scores declined for two out of three brands from 2016 to 2017, and all categories showed declines as a whole. However, when you go to the CX vendors sites and look at their case studies, one would be left to believe – all is well.
So, we decided to go right to the masses and get their perspective on the primary mechanism used to capture customer experience feedback – and we think we found the problem. Surveys suck – whether it’s 10, 20, 30 or 100 questions – they all suck and customers are not completing them.
Enjoy the video, as we poke a little fun at the industry, hopefully inspiring companies to think differently.