AI drives new generation of customer experience surveys

Are brands interacting with their customers in the right way to get useful feedback? The answer is: no, not always. Given that a recent Forbes interview with a survey expert indicates that response rates are down to an all-time low of less than 2%, brands could be forgiven for thinking their customers don't want to talk to them. However, the rise in the number of people using social media to contact brands would suggest otherwise. It is simply that they have survey fatigue, and the flaws in many survey programs are putting customers off from the start.