Only 4% of unhappy customers complain, 96% simply leave. Do you have a system to get feedback from ALL customers?
Do you use any other surveys other than Net Promoter Score or Satisfaction Score?
Do you understand the benefits of asking open-ended questions?
Does your business speak to customers personally about feedback?
Does your business use psychographics to analyse customer journey experiences?
Does your business consider behavioural data when forming its brand?
If you have gone through significant business changes recently such as a merger or acquisition have you sought feedback from your customers and employees?
If you have been through cultural changes at work (eg. working from home, using AI) have you sought feedback from customers and employees on that experience?
Does your business promise and respect anonymity when collecting employee feedback?
Do you have in-house resources to ask questions, probe the answers and analyse the results?