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In the video tutorial, Shep Hyken discusses the importance of customer satisfaction surveys. He emphasizes the significance of asking the right questions on the survey to gather useful information that can improve various aspects of an organization. Hyken also highlights the importance of taking action based on the survey responses. If the answers are not acted upon, they may not be the right questions to ask in the survey. Customer surveys provide valuable data that can help enhance customer experience and drive organizational improvements.