About six months ago, the survey that I’ve been working on for almost two years went live. It’s the first step toward revitalizing our Voice of the Customer program. In the beginning, I recognized that capturing actionable data will be very challenging and essential to gain traction.
The old survey had been stagnant for about a decade. It was designed by committee, didn’t ask tough or useful questions, and came to be largely ignored. After just a few months of living under its shadow, I began to notice patterns in the types of responses we received.