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Shep Hyken, a customer service and experience expert, discusses the significance of customer satisfaction surveys. He emphasizes the importance of measuring what you want to manage, quoting Peter Drucker. Customer surveys provide valuable data to enhance organizational aspects. Hyken outlines two key components of effective surveys: 1. **Asking the Right Questions**: It’s crucial to focus on collecting actionable information rather than overwhelming data. Only ask questions that can yield useful insights.2. **Utilizing the Answers**: If responses aren't acted upon, the questions likely aren't effective. Surveys are a golden opportunity to improve customer satisfaction and should be treated as such.
