A lot of organisations devote cost, time, and effort to measuring customer satisfaction, but many find it difficult to transform what they learn into decisive change for customers. Customer perceptions are slow to change, and organisational inertia can make it difficult for planned improvements to stick. How can your research help?

Greg and Stephen chat about using surveys to improve the customer experience, why some things take time, and why it’s worth it.

https://tlf-public-assets.s3.eu-west-2.amazonaws.com/podcasts/Ep32+-+UsingSurveysToDriveImprovement.mp3