Applying Best Practices to Customer Satisfaction Surveys

Archived Published: 07 May 2013 ID: G00249096


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This research provides best practices that are necessary to deliver an optimal customer satisfaction survey process. CRM leaders who do not apply best practices often defeat the point of the exercise and can negatively impact the customer relationship.

Table of Contents

  • Introduction
  • Analysis
    • Filter Customers
    • Personalize the Survey
    • Deliver on Preferred Channels
    • Respond to Individual Issues
    • Aggregate and Analyze the Data
    • Embed Other VoC Data
    • Develop an Action Plan
    • Communicate the Plan to Customers and Employees
  • Recommended Reading
© 2013 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartners research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

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