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 ...

A behind-the-scenes blog about research methods at Pew Research Center. For our latest findings, visit pewresearch.org. Pew Research Center sometimes employs cognitive interviewing to help improve ...

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 ...

Surveys are a popular tool for collecting feedback from donors and program participants. Inexpensive and easy to send, they’re a visible way to engage constituents and signal an openness to outside ...

Focusing on customers is critical to any business and, oftentimes, a manager’s compensation is based on improving customer satisfaction. But how do you make sure that you are truly measuring ...