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In this video tutorial, Shep Hyken, a customer service and experience expert, discusses the importance of customer satisfaction surveys. He emphasizes the significance of measuring customer satisfaction through surveys to improve different areas of an organization. Hyken highlights the necessity of asking the right questions in surveys to gather information that is useful for improvement. Additionally, he stresses the importance of taking action on the survey responses to make the most of the collected data. Overall, customer surveys provide a valuable opportunity to enhance customer satisfaction and organizational performance.
