The Customer Service Survey

Customer Feedback 101

by Peter Leppik on Wed, 2018-10-31 14:36

I've noticed that to newcomers to Customer Experience sometimes want a quick reference for the best practices we've developed for customer feedback programs, and an easy way to get smart about some of the jargon we use.

We've added a new section to our website, Customer Feedback 101. Here we're collecting short articles (most of them are just a few paragraphs) to explain key concepts in customer feedback programs.

People who are new to this space can use this as an easy way to come up to speed; whether you're completely unfamiliar with customer feedback, or coming from a market research background (we do some things just a little differently here), I hope you'll find this a helpful resource.

The first set of a little over a dozen articles covers topics including what type of survey to use, how to pick the best metric, and how to calculate the margin of error. We plan to expand this to include many other articles.

I'd love to hear your feedback, and any suggestions you have for new topics!

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