The Customer Service Survey

Vocalabs Newsletter #89

by Peter Leppik on Thu, 2015-06-25 15:16

We published the 89th issue of Quality Times, our mostly-monthly newsletter. Email subscribers should already have their copies.

This month is a deep dive into survey methodology and process. In my first article I discuss a recent academic paper comparing the popular metrics NPS, CSAT, and Customer Effort and find that the research isn't all it's cracked up to be. Then I get into the subject of whether and when to pay an incentive to take a survey. My answer: "almost never."

As always, I hope you find this useful and informative.

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