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 ...

A behind-the-scenes blog about research methods at Pew Research Center. For our latest findings, visit pewresearch.org. Pew Research Center sometimes employs cognitive interviewing to help improve ...

Surveys are a popular tool for collecting feedback from donors and program participants. Inexpensive and easy to send, they’re a visible way to engage constituents and signal an openness to outside ...

Focusing on customers is critical to any business and, oftentimes, a manager’s compensation is based on improving customer satisfaction. But how do you make sure that you are truly measuring ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. May 25, 2018, 05:42pm EDT Jun 28, 2021, 01:21pm EDT This ...

This article is republished with permission from Wonder Tools, a newsletter that helps you discover the most useful sites and apps. Subscribe here. Tally is the best free tool for creating surveys.

A large experiment in rural Nigeria shows that phone surveys produce systematically different answers than face-to-face ...