5 Ways to make your surveys matter

Most survey programs provide information: “Our Net Promoter Score (NPS) is 25, up from 22, compared to our competitive benchmark of 30.”  While those figures might be interesting, they don’t provide the context that is essential for prompting action.
As Heart of the Customer has been conducting interviews with CX pros (more than 70 so far this year!), we’ve found some common themes – notably that most programs use NPS as their measurement, and most don’t provide much context for those scores.  Read more…