Author: Brendan Tremble
Brendan Tremble
Brendan is the Co-founder and director of the leading Customer Experience (CX) consulting and Executive recruitment firm, FT Executive, which he started with his wife, Laura. He brings over two decades of experience to the table and is backed by a successful track record in the realm of, Sales, CX and Customer Success. He focuses on providing effective training and development opportunities to upgrade the skills of employees, as well as enabling businesses to improve their customer metrics through customer consulting.
Collecting and analysing customer feedback, typically via some form of survey, is at the core of most customer experience initiatives. Survey fatigue, where customers become bored, frustrated or annoyed at filling out surveys has become a major issue, however. It can impact accuracy as well as the level of insight provided by feedback surveys. Survey fatigue has become one of the most noticeable and negative issues impacting customer experience over the last few years. Many companies assume that it only happens when they develop a survey that is too long, or they are sending them out too often. This is…