Most teams think they have a customer feedback problem because they don't have enough of it. Four collection moments matter more than channels: transactional triggers, relational programs, passive listening, and behavioral signals.
Four collection moments matter more than channels: transactional triggers, relational programs, passive listening, and behavioral signals.
Most programs collect fine and break at the seam between data and decision.
NPS measures the relationship, CSAT measures specific interactions, CES measures friction.
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Four collection moments matter more than channels: transactional triggers, relational programs, passive listening, and behavioral signals. NPS measures the relationship, CSAT measures specific interactions, CES measures friction. Most plateau at Collected, where surveys run but nobody reads the comments.
NPS, CSAT, and CES carry most of the operational weight. Loop closure rate, not response rate, is the real KPI.
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