August 09, 2013 | The XM Blog

100 Million Survey Responses and Counting


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As our business has grown over the years, so has the data we’ve collected, and ForeSee has reached an important milestone this year.

While there were no fireworks or confetti canons to ring it in, on June 8th, we surpassed 100,000,000 survey responses collected.  And, yes, that’s eight zeroes. This staggering number includes surveys we’ve collected for all of our clients across all industries and touch points, including web, mobile, stores, and call centers. Last month alone we collected more than 1.5 million survey responses (online and offline) on behalf of our clients.

ForeSee collected 100000000 survey responses so farAs impressive as that is, it represents only one aspect of our growth. This year, we also see that 25% of our clients are now measuring multiple channels – a sizeable increase from this time last year. This is a reassuring sign that company leaders understand the value of measuring the experiences customers are having through the different available touch points.

The survey is the go-to instrument for measuring the customer experience. And when done well and correctly surveys are an easy and reliable (and typically less expensive) way to ask customers their opinions with far less interruption and time than focus groups, telemarketers, or other methods. The survey offers direct interaction with the customer compared to social media or other opt-in feedback methods.

If the data collected is accurate and precise, customer experience analytics can transform a business by providing actionable intelligence that business leaders can use to make decisions that truly impact the company’s bottom line. Even more so, great data from great surveys level the playing field in a game where the consumer has all of the advantages these days.

Unfortunately, not all surveys are created equal. The problem with some companies is that they don’t adhere to the 5 R’s when surveying customers and visitors. Those companies are abusing consumers’ time, patience and, yes, even trust, by not being Respectful, Relevant, Real, Results-Oriented, and Random. This negligence makes it extremely difficult for those companies who are legitimately looking to improve their customers’ experience.

As we continue to grow so will the data we collect. And the more data we provide to our clients the more power they will have to make better business decisions that will lead to better customer experiences and a greater competitive advantage.

About the Author

As a pioneer in customer experience analytics, Verint delivers superior technology and proven methodology to connect the customer experience to the bottom line. The result is better business for companies and a better experience for consumers.

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