EPISODE DESCRIPTION:
Are your post-call surveys actually providing meaningful insights, or just creating a dangerous illusion of customer understanding?
In this eye-opening episode of Advice from a Call Center Geek, we tackle the uncomfortable truth about those NPS and CSAT metrics your executive team loves so much.
The shocking reality? Only 1 in 20 customers actually completes these surveys, yet companies continue making major strategic decisions based on this minuscule, heavily biased sample.
After examining the latest research and industry data, we're ready to challenge everything you thought you knew about customer feedback collection. This episode breaks down:
- Why survey response rates have plummeted to a dismal 5% and what this means for data reliability
- How extreme response bias creates a distorted picture of your actual customer experience
- The fundamental flaws in survey methodologies that no amount of tweaking can fix
- Why AI-powered sentiment analysis across 100% of interactions represents the future of customer insights
- Practical steps to transition your contact center to more reliable feedback mechanisms
Whether you're a contact center director, CX professional, or operations manager, this episode delivers the wake-up call your customer experience strategy desperately needs.
Stop making decisions based on feedback from just 5% of your customers and discover how to capture the complete voice of your customer base.
Tom Laird’s 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com.
Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Popular Podcasts
Stuff You Should Know
If you've ever wanted to know about champagne, satanism, the Stonewall Uprising, chaos theory, LSD, El Nino, true crime and Rosa Parks, then look no further. Josh and Chuck have you covered.
My Favorite Murder with Karen Kilgariff and Georgia Hardstark
My Favorite Murder is a true crime comedy podcast hosted by Karen Kilgariff and Georgia Hardstark. Each week, Karen and Georgia share compelling true crimes and hometown stories from friends and listeners. Since MFM launched in January of 2016, Karen and Georgia have shared their lifelong interest in true crime and have covered stories of infamous serial killers like the Night Stalker, mysterious cold cases, captivating cults, incredible survivor stories and important events from history like the Tulsa race massacre of 1921. My Favorite Murder is part of the Exactly Right podcast network that provides a platform for bold, creative voices to bring to life provocative, entertaining and relatable stories for audiences everywhere. The Exactly Right roster of podcasts covers a variety of topics including historic true crime, comedic interviews and news, science, pop culture and more. Podcasts on the network include Buried Bones with Kate Winkler Dawson and Paul Holes, That's Messed Up: An SVU Podcast, This Podcast Will Kill You, Bananas and more.
The Joe Rogan Experience
The official podcast of comedian Joe Rogan.