Monday, November 21, 2011

This is called Customer Experience

Most of the companies today irrespective of which industry they are in, are focusing a lot on customer experience. But some companies take it real seriously and even do not hesitate to break the long running traditions.

Recently I was answering a feedback survey of an airline and was amazed to see by the simplicity of the options of the survey. While most of the surveys will have numbers (1 to 5)  or (excellent to poor) to rate satisfaction, this survey actually tried capturing the emotions of the customer by giving options as real as actual emotions.


Though they forgot to provide the same experience with ‘N.A.’ which an average customer may not be able to decipher.

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