"Companies regularly collect customer-satisfaction measures ... they're thinking about the larger strategic questions they have." Big survey companies don't just dump a giant Excel spreadsheet ...

The big question is if the company is customer-centric ... perhaps it’s time that metrics and surveys change as well. Feedback and data are crucial to building a strong customer experience.

Wegmans ranked near the top of the latest edition of a major nationwide customer satisfaction survey on retail. Wegmans had the second-highest customer satisfaction score among supermarkets in the ...

and depth of insight (are we pressing the right buttons and asking the right questions?) The customer feedback survey industry today is also guilty of over-reliance on data. An explosion of data ...

Shep Hyken is a customer service/CX expert ... The company sends a satisfaction survey about three times a year asking about my most recent experience. As I said, they are great about 90% of ...