Gartner Research

Applying Best Practices to Customer Satisfaction Surveys

Published: 07 May 2013

ID: G00249096

Analyst(s): Jim Davies


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
  • Key Challenges



  • 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

©2020 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.