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 ...

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 ...

Scoring a great deal this holiday season is exciting. Unfortunately, con artists are using that same feeling of excitement to ...

To use your CX program as a customer engagement tool, each survey goal and each survey item should answer the question: What am I really asking? While a customer will never see this question, they ...

Surveys can benefit your company, your current customers, your potential customers, and the industry as a whole through usable information that might otherwise be lost. Among the many techniques ...

The art of implementing customer surveys takes time to perfect. Not only do you have to motivate your audience to take the survey in the first place, but once the results are in, it’s your job to ...

Why your inbox is overflowing with questionnaires asking you to rate your experience on a scale of 1 to 5 ...

Customer satisfaction surveys are used by small business owners to gauge how the company is perceived by the patrons they service. Organizing a survey is the first step in assessing customer reaction ...

Glance releases its 2026 CX Trends Report, revealing how last year’s rush toward AI reshaped — and often damaged — customer ...

It's not enough that I pay Verizon nearly $90 per month for internet access. No, they also want my "valuable feedback." That's why they emailed me a customer survey on March 18. "Please take a moment ...

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 ...