To use your CX program as a customer engagement tool, each survey goal and each survey item should answer the question: What am I really asking? While a customer will never see this question, they ...

Data from mixed-mode questions are hard, if not impossible, to interpret accurately. The first part of this article will give an example of a mixed-mode question and an analysis of how to interpret ...

This short course introduces statistical survey methods necessary to acquire information from people and analyze the collected information in an objective way which would minimizes bias and errors in ...

Singular-mode mail and telephone surveys are going the way of the landline—slowly but surely being phased out in favor of more technology-assisted communication. Once considered the gold standard for ...

The workshop is intended for government officials who would benefit from the knowledge of the concepts, principles, and methods used design to business surveys which are subsequently used to compile ...

Every spring, the editors of Building Design+Construction survey the nation's largest architecture, engineering, and construction firms to identify the most prominent design and construction firms ...