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