Find Root-Cause of Customer Actions by Asking One More Question
Find Root-Cause of Customer Actions by Asking One More Question
By: Marc E. Carlson
CustomerCountSM Business Relationship Manager
Asking an additional question dependent upon a survey respondents’ answer allows you to gain further granularity and get closer to the root-cause of the respondent’s satisfaction or concerns. Just think about what you could uncover by asking a strategically placed follow-up question on your customer survey.
This function will allow your organization to further segment customer data which the analysts in your organization will love. Who knows, maybe they will be able to coin the next greatest metric for your organization that will inevitably propel your company to new heights. Call your survey vendor(s) up and find out if they can incorporate follow-up or “skip-pattern” questions. If not, find a vendor like CustomerCount who can sooner than later.
