InteractionMetrics

DECEMBER 8, 2023

Success Tip #2: T ry to eliminate all leading constructs from the questions you plan to ask customers in focus groups, interviews, surveys, etc. Then, run your questions by five individuals not associated with your project and see if they find any leading constructs. Most likely, they will. Then, rework your questions accordingly.

Customer Feedback 52

Customer Feedback Construction Mystery Shopping Net Promoter Score 52

InteractionMetrics

APRIL 16, 2024

Advice is worth dwelling on because customers and employees are often happy to give constructive advice when asked. Instead, examine your customer experience from multiple angles. To zero in on your opportunities to improve, ask your customers and employees: What did we overlook? What are you seeing other companies do better?

Customer Experience 52

Customer Experience Mystery Shopping Net Promoter Score AI 52

Callminer

JANUARY 18, 2021

Take advantage of this phenomenon by constructing your scripts to promote positive responses.” One very easy but critical way of looking at the customer journey is to mystery shop the centre and to see what it really feels like to be the customer. Minimise language barriers with better hires.

Contact Center 226

Contact Center Mystery Shopping Customer Satisfaction AI 226

InteractionMetrics

MAY 28, 2019

Remove leading statements, skewed scales, double-barreled questions, and other subjective constructs. Methods outside of surveys include customer interviews, mystery shops, and customer service evaluations. Mystery Shops: Reveal customer service insights, especially regarding specific scenarios. Eliminate bias.

Mystery Shopping 40

Mystery Shopping Double-Barreled Question Unstructured Data Non-Profits 40