9 Key Differences Between Transactional and Relationship Customer Surveys

Customer Experience | Customer Experience Survey | PeopleMetrics LIVE

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PeopleMetrics

Trusted Experience Management Partners

Voice of Customer (VoC) programs use two types of surveys to gather customer feedback: relationship surveys and transactional surveys.

A relationship survey is used to gauge the strength of the overall relationship with a customer, and a transactional survey is used to understand how the latest interactions with customers are going. The best VoC programs use both.

In this session, we review 9 key differences between transactional and relationship surveys, share example survey questions, and explain how to use both types of surveys to measure, manage and improve customer experience.

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Posted on 04-15-2021