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Research Report

Customer Relationship Survey Best Practices

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In October 2021, TSIA launched at member study for relationship surveys. This survey, open to all TSIA members, was created to gather data to help answer common member inquiries regarding executing these surveys, as well as to gather industry on how these surveys are utilized in closed-loop Voice of the Customer programs.

This report documents the findings from the survey, including data for survey execution, frequency, customer point of contact, response rates, feedback loops, executive oversight committee, and the relationship with transactional surveys such as CSAT.

Authored By:

Marc Troyan

Director, Customer Success Research, TSIA

Publish Date: March 24, 2022

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