Best Practice Report

Leveraging Neutral Customer Feedback

January 1st, 2018
Lisa Nakano, null
Lisa Nakano


B2B organizations often mistakenly assume that neutral feedback on customer surveys indicates a lack of interest or engagement and can be ignored. Developing a process for properly understanding and using neutral or passive feedback is critical. This report outlines best practices for maximizing the most value of neutral customer feedback and taking steps to transform passive customers into promoters.

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