Survey begging, driven by the pursuit of positive customer feedback, is the bane of the customer experience. We've all encountered it, whether it's servers saying they'll lose shifts if they don't get ...

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 ...

AMES, IA – Customer satisfaction surveys are ubiquitous. They blip into our daily lives after dental appointments, haircuts and calls with IT. For businesses, these short questionnaires are intended ...

The American Customer Satisfaction Index’s (ACSI) annual Retail and Consumer Shipping Study for 2026 found that several ...

According to ACSI data, customers are less pleased with their in-store experiences for factors such as store layout, staff courtesy and checkout speed." ...

CX and CSAT can be just as important for B2B or industrial sales. After all, you're dealing with people here, too. Here’s why it all matters. If you read my columns here, you’ll note I focus a lot on ...

Customer experience management software firm Sprinklr Inc. today announced a new generative artificial intelligence-driven “copilot” that can be used by multiple organizational functions. The company ...

Are there too many customer surveys? Do they improve service? Or are they - as we suspect - annoying for everyone ...

US financial services giant Nationwide has found that survey have their time and place for improving customer experience - but that real-time data from Qualtrics XM Discover can drive near real-time ...

EXPLAINS, YOU ARE NOT ALONE FOLKS. IT’S CALLED THE NATIONAL CUSTOMER RAGE SURVEY AND THE LATEST EDITION OF THIS SURVEY SHOWS THAT MORE AMERICANS ARE NOT ONLY HAVING PROBLEMS WITH PRODUCTS AND SERVICES ...