Forbes contributors publish independent expert analyses and insights. Mike Kappel is the Founder of Patriot Software, LLC. When it comes to running a business, your customers’ satisfaction matters.

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. NPS is one of the most powerful metrics to determine if the ...

The construction of effective customer satisfaction surveys becomes part of a pivotal strategy for achieving a deeper connection with customers. The creation of winning customer satisfaction surveys ...

Do you truly want to know how customers view your customer service (and can handle the truth)? If so, here’s a 10-point consultation that will help you do exactly that through improved customer survey ...