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Misleading Customer Experience Metrics

on 04 Jul  Posted by Admin  Category: Internet Related  

by Ian Everdell
http://www.mediative.com

Have you ever wondered whether the data you’re capturing in your feedback survey is actually representative of customer sentiment?

Have you ever filled out a customer or user feedback survey (you know, those ones that pop up when you visit a site and ask if you’d like to leave feedback when you’re done) that you felt didn’t accurately capture your feelings about the site?

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