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On Demand Webinar

Listen, Learn, and Improve: Best Practices in Customer Success Surveys

Customer Success organizations and Customer Experience departments are assuming greater responsibilities with managing the strategy of owning and delivering customer success surveys. This includes using the voice of the customer (VOC) metrics that provide your organization an objective point of view of the current relationship between your company and your customer. If done poorly, this creates a lot of extra work for the team. When done well, the data and metrics speak volumes for how to move forward with your customers.

Please join TSIA's VP, Customer Success Research, Stephen Fulkerson, as he shares some of the most recent customer success best practices for measuring VOC metrics and how to get the most value from the survey process.

During this 45-minute webinar, Stephen will provide greater insights to the following:

  • Which organization has the primary responsibility for developing and delivering the survey programs.
  • What is the right frequency to survey customers with the best response rate?
  • Who is the right targeted audience to receive the survey?
  • The basics of VOC metrics for Customer Success organizations including Net Promoter Scores (NPS), CSAT, and Customer Effort Score (CES).
  • The survey comes back, now what do you do?

Don't miss this opportunity to gain access to TSIA's insights into the latest customer success trends.


Presented By:

Stephen Fulkerson

VP, Customer Success Research, TSIA

Publish Date: December 8, 2021