Online Reporting System

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White Paper

Biasing customer feedback with personal appeals

Does your program suffer from inflated CX scores?

It’s great when employees care about their brand’s CX program and constantly strive for higher scores and better experiences for customers. But when employees start asking customers for top-notch ratings in the CX survey, they might be hurting the brand more than they’re helping. The best way to improve customer loyalty is to capture true and unbiased ratings that are free from personal appeals.

In this white paper, we share:

  • Tips for recognizing personal appeals in your CX program
  • Best practices for measuring employees’ use of personal appeals
  • The directional influence on financial linkage from having this flawed data in the dataset 
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