Businesses today frequently turn to customer surveys to gauge customer satisfaction, gather feedback and obtain data-driven insights. However, an over-reliance on these tools often leads to survey ...

Surveys are a major part of a voice of the customer (VoC) program. Here are some considerations — and questions — you should consider. Companies that don’t measure the impact of Voice of the Customer ...

When Mark Davidson of Palm Springs was shopping for a new minivan recently, he was expecting pressure from the dealership when he was buying the vehicle, not afterwards. But that’s when he got the ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Sumit Aneja Customers now ...

Opinions expressed by Entrepreneur contributors are their own. How many times, during a customer experience, have you been asked to “just take a quick survey”? Whether you receive a pop-up immediately ...

I recently had an outstanding experience at a diner—the food, atmosphere, presentation and service were terrific. I was extremely satisfied with the experience, yet I won’t return. Why? Because I ...

When it comes to getting customer feedback, you may casually ask patrons questions in your store and look at your online reviews from time to time. But if you want to truly gauge how your business is ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. Survey response rates are dropping because customers feel brands ...

This avalanche of survey requests doesn’t even help improve products or services, experts say.

In the Customer Experience report, we look at the many ways companies and consumers interact and how companies might make those experiences better for consumers. Previous coverage and new stories ...

One way to find out what customers expect from your restaurant is to offer a survey that solicits their opinions. As you start creating your survey, decide what you want to learn from the results. For ...