INSIGHT 54
WHEN’S THE BEST TIME TO SURVEY YOUR CUSTOMERS?
Use this when you need to understand when is the best time to ask customers for feedback.
Many companies diligently survey their customers and work hard at doing it well. They also aim to keep the disruption for the customer to a minimum by using methods like Net Promoter Score (NPS) or Customer Effort Score (CES).
That’s all great.
However, many get the timing wrong and fall into the trap of surveying too early, too late or they try and survey too many things at the same time.
In addition, in some cases it’s not clear what is being surveyed . . . the service received in selling and delivery of the product or service or the use of the product or service itself. Surveying both at the ...
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