Relationship Surveys, In a Nutshell
Gauging customer loyalty and determining which segments within your customer experience need improving is crucial to any customer experience program. In today’s world, you also need to understand the "why" behind the survey data and scores, and the key indicators behind subtle shifts - and that’s something that is easier said than done. By embedding video questions into your relationship survey waves; be it monthly, annually, or somewhere in-between; you can start to better understand the “why” behind your customers' experiences with your brand, giving much deeper insights than you would get with just a text-box.
Deepening your customer relationship data with qualitative video responses allows you to get to the bottom of what’s really going on, track sentiment, illuminate key findings, and easily detect shifts in customer experience. Armed with these in-depth insights, you can make easily identify which segments within your customer experience need improving, and create clear action items and next steps for improving those experiences.