Surveys are a major part of a voice of the customer (VoC) program. Here are some considerations — and questions — you should consider. Companies that don’t measure the impact of Voice of the Customer ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. Survey response rates are dropping because customers feel brands ...

Customer satisfaction surveys are a form of research in which you ask your customers for their views on issues that indicate how well or how badly your company is performing. Satisfaction surveys are ...

Point-of-sale (POS) surveys can improve your business's understanding of its audience, allowing you to gauge customer satisfaction as soon as a transaction takes place. A POS survey is any survey ...

When done properly, surveys can be instrumental in collecting actionable insights from customers that ultimately improve the customer experience. Getting feedback from customers can be a key to ...

In the Customer Experience report, we look at the many ways companies and consumers interact and how companies might make those experiences better for consumers. Previous coverage and new stories ...

Medallia Inc., the global leader in customer and employee experience, today released its 2026 State of Customer Experience Report, a comprehensive look at how organizations are navigating rapidly ...

78% of customers rate their Muni experience as “excellent” or “good.” That’s a six-point jump from our 2024 survey. Customers gave Muni higher ratings last year across multiple service categories.

I recently saw the headline of an article on MyCustomer.com called: The Deadzone: Why customer surveys are dead. Having a keen interest in customer service and experience, I was intrigued by the ...

What’s the best way to find out what people think of your business and where they think you need to improve? Just ask them, Sherlock. Regularly surveying your customers can provide a direct insight ...