Presentación de Aitor Pascual, de Customerville, en el Viernes DEC celebrado el pasado 13 de abril de 2018.

1. Aitor Pascual
Director Comercial
Customerville
#ViernesDEC
Design-driven Feedback
Patrocina:
Colabora:

2. #ViernesDEC
Design-Driven FeedbackTM
FindoutourCXVlogat:
customerville.com/vlog

3. The corporate
world is
addicted to
”bad
feedback”.

4. • INCREASE: Number of organizations
seeking feedback from you
– 20 Billion in 2015
– 40 Billion in 2017
• INCREASE: Number of requests for
feedback you get
• DECREASE: Survey response rates
• DECREASE: Brand perception
• Public skepticism about sharing
feedback with companies
The Emerging Backlash

5. 0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
2012 2013 2014 2015 2016
5 to 10 Requests Per Week
11-50 Requests Per Week
• In 2012, 46% of people were asked for
feedback over 5x per week.
• In 2016, that number had climbed to 80%
• The increase between 2015 and 2016 was
almost completely due to people asked for
feedback 11-50 times/wk.
• 40 billion surveys per year as of 2017
A Crisis of Declining Participation in Feedback
© 2018 Customerville, Inc.

6. Forrester’s
The Future of CX Measurement
“These trends make it imperative for companies to
innovate – or face the certainty that even their
advanced CX measurement programs will break
down over time.”
© 2018 Customerville, Inc.

7. Forrester’s
The Future of CX Measurement
“CX measurement programs face an uphill battle as
companies struggle to get customers to respond to
old-school surveys.”
© 2018 Customerville, Inc.

8. Forrester’s
The Future of CX Measurement
“CX transformation leaders need to make surveys
more engaging, visual, and conversational.”
© 2018 Customerville, Inc.

9. “VoC vendor Customerville’s designers create highly
visual and experiential surveys that let respondents
relive experiences to trigger memories and make
the interaction more personal and engaging.”
© 2018 Customerville, Inc.