Customer Experience and Customer Satisfaction: How to effectively combine the two in a survey!
What is experience? Experience is essentially about impression – something happened, an event or occurrence that left us with an impression, and impression in the context of customer experience is about an opinion on someone or something.
How do we measure an opinion? Rather than measuring the opinion, we need to hear and understand it first, and an effective method to obtain the needed information is to include open ended questions in the survey.
When we measure satisfaction, we normally use numeric scales and questions like “How satisfied were you with ….. on a scale of 1-10”. In a case we receive 7, we might or ought to be asking ourselves “why only 7?”
To make the most of the customer feedback survey, the following point should be about the experience…