The most critical metric when gathering feedback from our people is the same metric that is totally ignored. If you don’t know your RESPONSE RATE, then you won’t know if your results are meaningful or meaningless, whether interpretable or misinformation.
Takeaways:
- At (1:30): Why your old professor had it right: results are only interpretable if you have high response rate.
- At (3:50): Our gut feeling about surveys is correct - we’re only hearing from the extremes. Here’s how to avoid this.
- At (4:50): You would never consider doing this, yet we do it with our customer feedback all the time!
Your Gift!
Visit http://MatthewChampagne.com/PodcastGift to download your free infographic of The 9 Principles of Customer Feedback. I’ll also email you an explainer video so you can quickly and effectively apply these principles to keep your clients, members, students and customers forever.
Learn More:
Read “The Survey Playbook”: Amazon & Kindle
Subscribe to my YouTube Channel to Keep Your Customers Forever
Simple steps to Keep Your (best) Clients Forever: 7-minute podcast here
Let’s connect on LinkedIn
Dr. Champagne named "Technology Visionary" by SURVEY Magazine
You Might Like
