Expectations vs. Reality
All too often customers have certain expectations about the outcome when contacting a support channel. “I need you to do this”, “I want you to do that”.
Author: Jeff Jaspar
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“Don’t call me after I called you.”
Surveys. Are they appreciated?
Surveys are invaluable for measuring customer satisfaction. The good, the bad and the neutral. However, response rates vary between 5 – 30%.