One of the biggest problems with satisfaction surveys is that many customers won’t fill them in. Many surveys are boring, asking too many detailed questions and consumers get bothered too often. Internet and mobile technology allow for new methods of engaging customers. Here are some of the old techniques I have seen recently in surveys I have completed, followed by some new techniques you might not have considered. My thanks to Qualtrics for demonstrating these new survey and market research techniques and allowing me to use excerpts from their demo materials in this post.

When I was a customer satisfaction executive at IBM, we measured customer satisfaction with many aspects of the business. Customer surveys fell into three general categories: Transaction Satisfaction, Product Satisfaction and Relationship Satisfaction.

The recently released Social Media Revolution 2 video shows some very surprising statistics for Facebook and Youtube. Will traditional customer survey processes survive in the consumer market place?

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