What is a Journey Survey?

A Journey Survey is designed to collect customer feedback about a single customer journey which could involve many different customer interactions over an extended period of time.

For example, an insurance claim often involves many steps (filing the claim, arranging a visit from an adjuster, maybe contacting the insurance company to find out the status of the claim, and finally collecting a settlement). A Journey Survey would collect feedback about the entire claim process, not just a single customer contact.

Journey Surveys collect higher level feedback than a Transactional Survey, but are more actionable and specific than a Relationship Survey. Journey Surveys can reveal where processes break down, where there's internal miscommunication, or where customers feel like they are being given the run-around or being made to jump through unnecessary hoops.

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