Summary
Poorly designed customer experience (CX) surveys don’t produce useful results but do create bad customer experiences. Effective surveys meet high standards in six categories: purpose and relevance, valid and reliable data, progress and control, clarity, accessibility and usability, and customer-directed communication. This report includes a downloadable checklist that helps CX professionals assess the quality of their CX surveys in six categories. If you can answer “yes” to all 44 questions in the checklist, your survey is ready for your customers. If not, we recommend you revise the survey before you field it.
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