BEST PRACTICES GUIDE
ICMI: Best Practices Guide to Creating a More Effective Customer Survey Program
Put the Right Survey Program In Place and You Can Improve Customer Experiences
Surveys are incredibly powerful tools when you have an effective program that puts the right survey in the right place, in front of the right people. To succeed today, smart organizations must be proactive and not reactive to their customer communication needs. Also, they must develop customer surveys with a clearly defined purpose, develop concise questioning, intentionally leverage varied delivery platforms, and identify a focused demographic to pursue.
The end result for organizations is that they’re rewarded with a richer understanding of their customer’s needs and pain-points. Plus, they’ll leverage all the data-rich information gathered from the surveys to improve the overall customer experiences, as well as expand their bottom-line.