Webinar
_
The hidden dangers of survey score inflation
The hidden dangers of survey score inflation
On-Demand
|
30 mins
There's a disconnect happening in customer experience programs across industries. Survey scores trend upward. Dashboards glow green. Leadership celebrates the wins. But revenue growth, retention rates, and market share tell a different story.
Forrester research uncovered something surprising: 68% of US adults report being influenced by companies to provide high ratings—whether through leading questions, pressure tactics, or subtle design choices that nudge responses upward.
This isn't just a measurement problem. It's a strategic blindspot that keeps CX teams focused on the wrong metrics while their competitors build feedback systems that actually drive business outcomes.
Join us for a revealing conversation about what's really happening with survey scores—and what forward-thinking CX leaders are doing differently.
By the end of this session, you'll have
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- New clarity on whether score inflation is affecting your program—and where to look
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- Fresh perspective on the organizational dynamics that drive score obsession
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- Real understanding of what outcome-focused feedback programs actually look like in practice
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- Practical direction on next steps for your own program transformation
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- Strategic positioning to have more productive conversations with executives about CX ROI
Watch now
Webinar
_
The hidden dangers of survey score inflation
The hidden dangers of survey score inflation
On-Demand
|
30 mins
There's a disconnect happening in customer experience programs across industries. Survey scores trend upward. Dashboards glow green. Leadership celebrates the wins. But revenue growth, retention rates, and market share tell a different story.
Forrester research uncovered something surprising: 68% of US adults report being influenced by companies to provide high ratings—whether through leading questions, pressure tactics, or subtle design choices that nudge responses upward.
This isn't just a measurement problem. It's a strategic blindspot that keeps CX teams focused on the wrong metrics while their competitors build feedback systems that actually drive business outcomes.
Join us for a revealing conversation about what's really happening with survey scores—and what forward-thinking CX leaders are doing differently.
Featuring
Forrester
Rich Saunders
Senior Analyst
Rich Saunders advises CX leaders on building programs that drive business impact. His research focuses on the intersection of customer feedback, organizational dynamics, and financial performance.
The world’s top brands trust Qualtrics to deliver breakthrough experiences
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