In today’s special interest business report, Customer Experience & Loyalty in The Times newspaper, we give firm advice to businesses how NOT to annoy your customers with long, tedious tick box surveys.
In the article, we explain the revolution in the survey world brought about by text analytics and how short, open ended surveys can lead to deeper customer insight. This insight can be used to improve customer experience and drive loyalty.
Our client, BMW, has reaped the rewards from shorter surveys and is now gleaning more, richer insight into what their customers think about their experience with the premium automotive manufacturer.
By Nicola Douglas, Marketing Manager