Gartner Research

Concur's Scalable and Personalized Closed-Loop Survey Process

Published: 07 July 2016

ID: G00340769

Analyst(s): Customer Experience Research Team

Summary

With customers receiving more surveys than they ever have before, organizations increasingly compete for customer’s continued participation. Responding to customers pays dividends: over 87 percent of customers were more likely to take another survey from the same company if that company informed them of the changes made based on the feedback they shared, according to CEB research. This best practice illustrates how to encourage future customer feedback by-scalably delivering a seemingly customized response to customers based on their specific feedback.

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