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 ...
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 ...
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 ...
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