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Session 507: Why Surveys Stink, and Practical Ways to Fix Them

Thursday, August 6 at 11:30 AM

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Most surveys stink, and they're wrecking the customer experience! If you can't articulate what makes a survey terrible, good luck developing a decent one. In this session, we'll dissect mediocre surveys from the wild, and we'll discuss how they make customers feel. We'll explore some techniques that can detract from the customer experience, along with strategies for developing surveys that customers love and managers can action. You'll walk away with a more critical eye towards surveys, so you can explain what works and what doesn't work for you.

SupportWorld Live speaker photo for Andrew-Gilliam

Andrew Gilliam

Associate Analyst

HDI

Andrew Gilliam is a passionate Customer Experience innovator and change agent, with a background in IT support and customer service. As one of HDI's in-house subject matter experts, he writes and speaks about service management, technical support, and contact center trends and best practices. Andrew was among ICMI's 2019 Movers & Shakers and Top 50 Thought Leaders for multiple years, and he maintains several HDI and CompTIA certifications, including CASP+. Follow Andrew (@ndytg) on Twitter, connect with him on LinkedIn, and discover more at andytg.com.