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The big problem with relying on customer surveys for customer experience measurement

By SJ Thompson |

You need to think beyond CSAT. Relying on customer surveys just isn’t enough. Yet over 30% of our webinar attendees are doing exactly that. 

In this Q&A webinar, Matt Jones chats openly and honestly with Charlotte Ward, a leader in Customer Support. Listen in as they uncover the big problems customer service teams face when they rely on surveys as the only source of feedback and customer experience measurement.

  • Is NPS too generic?
  • Is CSAT open to bias?
  • What's needs to change for customer experience measures?

As well as covering the topics above, explore the ways measuring quality can solve these problems and how the relationship between surveys and quality is likely to look in the future.

 

The big problem (and one or two others) with relying on customer surveys

 

Enjoyed this webinar? Be sure to check our Knowledge Hub for more best practice, guides and blog posts.

 

 

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