1 minute read
By Nancy Porte
Posted in Customer Engagement
The effects of 2020 have been felt in every area of life—customer feedback is no exception.
During the first months of the crisis, we noticed our survey responses were down by as much as 50 percent and sentiment skewed negatively. When we took a closer look, the skewed results were not service or product-related. They were due to the impact the pandemic was having on people’s lives and it reflected in their responses as well as non-responses.
Looking back, that makes perfect sense. When our survey methods were impacted by the pandemic, we had to take a step back to determine what other sources would provide the right insights based on where our customers were going to get information and value.
Along the way we have discovered some common missteps when collecting and analyzing customer feedback—I’ll share them with you. Challenging times require adapting, right? Read my latest blog for CustomerThink for insight in finding the right mix of customer feedback.
We’ll all keep learning together.
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