CXM Software for Contact Centers
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Improve Customer and Employee Experience - One Individual at a Time
Many organizations conduct both perception surveys and transaction surveys. Perception surveys are primarily used to examine the customer’s entire relationship with the company while transaction surveys focus on the customer’s recent experience when contacting your organization. Organizations conducting post-contact surveys to understand customer experience (CX) are more likely to improve CX than organizations using only internal metrics. A best practice for gathering feedback about a customers’ experience when resolving an inquiry or problem is through the survey process.
Jonathan Bepple, MSc.
Senior Manager of Strategy and Development
WEBINAR - Survey Methodology Best Practices