Comments on: Customer Satisfaction Surveys: Avoid “Survivor Bias” http://www.dimensionalresearch.com/blog/2009/10/26/customer-satisfaction-surveys-avoid-survivor-bias/ Market Research Insights for Technology Companies Wed, 14 Dec 2011 17:50:38 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Marketing Research http://www.dimensionalresearch.com/blog/2009/10/26/customer-satisfaction-surveys-avoid-survivor-bias/comment-page-1/#comment-267 Marketing Research Thu, 29 Oct 2009 08:18:34 +0000 http://www.dimensionalresearch.com/blog/?p=292#comment-267 I agree with your point. I agree with your point.

]]> By: Myles Falvella http://www.dimensionalresearch.com/blog/2009/10/26/customer-satisfaction-surveys-avoid-survivor-bias/comment-page-1/#comment-266 Myles Falvella Tue, 27 Oct 2009 03:07:34 +0000 http://www.dimensionalresearch.com/blog/?p=292#comment-266 Diane, Excellent point. Working in the telecom space, we had a customer service team that would call customers as soon as they would churn off customer roles. Not only did you get honest feedback on issues and insight into competitive programs in selected markets, you also had the chance to get these customers back into the fold. You can't be too fast in following up with churned customers. Diane,

Excellent point. Working in the telecom space, we had a customer service team that would call customers as soon as they would churn off customer roles. Not only did you get honest feedback on issues and insight into competitive programs in selected markets, you also had the chance to get these customers back into the fold.

You can’t be too fast in following up with churned customers.

]]>