One of the main challenges that we hear about as CXM / VoC / NPS practitioners are response rates that fail to meet expectations. Furthermore, in our increasingly mobile world, we are constantly besieged by messages and requests vying for our attention, so traditional methods are seeing a slow but steady decline in response rates. Despite all this, Fred Reichheld indicates that "the best companies can get 60 to 80 percent response rates".
Undefined