• Skip to main content
  • Skip to primary sidebar
  • Skip to footer
QuestionPro

QuestionPro

questionpro logo
  • Products
    survey software iconSurvey softwareEasy to use and accessible for everyone. Design, send and analyze online surveys.research edition iconResearch SuiteA suite of enterprise-grade research tools for market research professionals.CX iconCustomer ExperienceExperiences change the world. Deliver the best with our CX management software.WF iconEmployee ExperienceCreate the best employee experience and act on real-time data from end to end.
  • Solutions
    IndustriesGamingAutomotiveSports and eventsEducationGovernment
    Travel & HospitalityFinancial ServicesHealthcareCannabisTechnology
    Use CaseAskWhyCommunitiesAudienceContactless surveysMobile
    LivePollsMember ExperienceGDPRPositive People Science360 Feedback Surveys
  • Resources
    BlogeBooksSurvey TemplatesCase StudiesTrainingHelp center
  • Features
  • Pricing
Language
  • English
  • Español (Spanish)
  • Português (Portuguese (Brazil))
  • Nederlands (Dutch)
  • العربية (Arabic)
  • Français (French)
  • Italiano (Italian)
  • 日本語 (Japanese)
  • Türkçe (Turkish)
  • Svenska (Swedish)
  • Hebrew IL (Hebrew)
  • ไทย (Thai)
  • Deutsch (German)
  • Portuguese de Portugal (Portuguese (Portugal))
Call Us
+1 800 531 0228 +1 (647) 956-1242 +52 999 402 4079 +49 301 663 5782 +44 20 3650 3166 +81-3-6869-1954 +61 2 8074 5080 +971 529 852 540
Log In Log In
SIGN UP FREE

Home

Signals of change

Tuesday Morning CX thoughts by Ken Peterson

Observing the differences

It has been a very busy spring.  Between finalizing the last connections with my move a year ago, to getting the family out on their first vacation in almost a year, welcoming some visitors and – of course – working on the ever dreaded income taxes which took much longer this year.  I finally had a weekend, the first in over six weeks of just getting things done at home.

This was the first weekend in a while where I focused my energies and attention on things closer to home.  Even getting those things done felt like an accomplishment and, dare I say, a little bit of normal.  I’m coming up one year in my new home state, and reflecting on the differences between then and now has me hopeful.

I know we are not yet in the clear, but things feel more like an endemic than a pandemic at this point.  Even little things are being noticed, yesterday as I looked to purchase a replacement facemask, I actually had to search the store instead of finding them right up front-and-center as had been the case with prior purchases of masks.

The CX Change

One thing I also did this weekend was to purchase our second car.  The “second car” has multiple meanings here:  it is the second car I’ve purchased since the onset of the pandemic, it is the second car that will be used in my new home state an ocean away from where I lived before, the second car I purchased from the same dealership, it will be the second car I have purchased for one of my children to drive and it is my second all-electric vehicle.  Quite a few “seconds” all in one sentence.

All of these are relevant when thinking about the customer experience.  Working backward from my list above, the product offer was really the first criteria that had to be met towards this purchase.  We are fortunate to live on an island with abundant solar energy, at the same time fuel is shipped and takes quite a while to get here making it very expensive, making the ongoing expense of the car minimal.  Without the right product, this experience never happens.

Next is the person for which the purchase was made.  Certainly I would have my own set of standards for myself, but then I become even more concerned with things like safety and reliability.  Just an example of the sometimes forgotten CX touchpoints, recognizing the end user versus the purchaser.  Both will play a role in this decision and future loyalty.

Clearly, something must have gone well with my last purchase for me to make a second purchase at the same dealership.  It wasn’t measured with just a customer satisfaction survey, instead there were several communications throughout the year to build the relationship mutually.  It is connected with the idea that we are relatively new to this area, therefore finding businesses that want to build relationships, not just adding the next customer and getting a score on a survey was important as we settle into this new location.

CX Changes That Last

Of course I left the best for last: this is the second car I’ve purchased since the onset of the pandemic.  The processes have changed in some minor nuanced ways since my last pandemic vehicle purchase, and are still very different from my pre-pandemic vehicle purchases.  My personal perspective is that many of these changes are great.  I still have not set foot inside the dealership from which I purchased two vehicles.

That may seem strange or risky, but the reality is that they have expanded their online presence in a way that allows me to do all the research I need prior to a test drive.  The dealership has gone out of their way to link to reports, reviews and vehicle history for each and every car they are selling.  Not just the glowing reviews, every review.  It gives me the opportunity to easily and thoroughly research a big decision in the comfort and safety of home, before scheduling an appointment for the test drive.  Even the paperwork was sent home with me to complete away from crowds and congestion.

Too often we think about Customer Experience Strategy in terms of which measure to use such as NPS+, customer satisfaction or customer effort score.  Sometimes it is about closed-loop feedback or employee empowerment.  Every once in a while it takes the form of deciding which CX software to use – which can only come down to QuestionPro CX of course.

The reality is that as business evolves through turbulent or easy times, the first word we speak should be the focus:  CUSTOMER!  Yes, build a process that incorporates their needs combined with a brand’s needs, and the best experience will follow.  That is truly what we should be accomplishing in building out a world class customer experience.

Parting thought:  Over the next few weeks, QuestionPro will have a series of events, including XDay North America on May 11th, discussing the automotive market specifically.  These ideas can help all businesses to innovate, so I hope all of you will join these conversations.

QuestionPro offers some of the most advanced customer experience tools available. Gain valuable insights into your customers’ thoughts and feelings using QuestionPro CX software today.

Book Demo

SHARE THIS ARTICLE:

About the author
Ken Peterson
Ken has 20 years of customer experience research in retail, technology, hospitality, financial services, automotive, SaaS deployments, and CX consultation.
View all posts by Ken Peterson

Primary Sidebar

Gain insights with 80+ features for free

Create, Send and Analyze Your Online Survey in under 5 mins!

Create a Free Account

RELATED ARTICLES

HubSpot - QuestionPro Integration

Conversational Survey: What It Is, How to Create & Benefits

Jan 03,2024

HubSpot - QuestionPro Integration

The Impact & Potential of Generative AI for Research and Insights

Jul 27,2023

HubSpot - QuestionPro Integration

8 Examples of Longitudinal Studies & Benefits in Research

Jan 16,2025

BROWSE BY CATEGORY

  • Academic
  • Academic Research
  • Artificial Intelligence
  • Assessments
  • Audience
  • Brand Awareness
  • Business
  • Case Studies
  • Communities
  • Consumer Insights
  • Customer effort score
  • Customer Engagement
  • Customer Experience
  • Customer Loyalty
  • Customer Research
  • Customer Satisfaction
  • CX
  • Employee Benefits
  • Employee Engagement
  • Employee Engagement
  • Employee Retention
  • Enterprise
  • Events
  • Forms
  • Friday Five
  • General Data Protection Regulation
  • Guest Post
  • Insights Hub
  • Life@QuestionPro
  • LivePolls
  • Market Research
  • Marketing
  • Mobile
  • Mobile App
  • Mobile diaries
  • Mobile Surveys
  • New Features
  • non-profit
  • NPS
  • Online Communities
  • Polls
  • Question Types
  • Questionnaire
  • QuestionPro
  • QuestionPro Products
  • Release Notes
  • Research Tools and Apps
  • Revenue at Risk
  • Startups
  • Survey Templates
  • Surveys
  • Tech News
  • Tips
  • Training
  • Training Tips
  • Trending
  • Tuesday CX Thoughts (TCXT)
  • Uncategorized
  • VOC
  • Webinar
  • Webinars
  • What’s Coming Up
  • Workforce
  • Workforce Intelligence

Footer

MORE LIKE THIS

albertsons-companies-nps-2025

Albertsons Companies NPS and Insights in 2025

May 23, 2025

data-augmentation

What is Data Augmentation? Methods & Uses in Research

May 22, 2025

livecast a new way to do research

Here’s how LiveCast can help you survive the great Stanley Cup debate of 2025

May 22, 2025

Credit-Unions-NPS-2025

Credit Unions NPS Leading in Loyalty in 2025

May 21, 2025

Other categories

  • Academic
  • Academic Research
  • Artificial Intelligence
  • Assessments
  • Audience
  • Brand Awareness
  • Business
  • Case Studies
  • Communities
  • Consumer Insights
  • Customer effort score
  • Customer Engagement
  • Customer Experience
  • Customer Loyalty
  • Customer Research
  • Customer Satisfaction
  • CX
  • Employee Benefits
  • Employee Engagement
  • Employee Engagement
  • Employee Retention
  • Enterprise
  • Events
  • Forms
  • Friday Five
  • General Data Protection Regulation
  • Guest Post
  • Insights Hub
  • Life@QuestionPro
  • LivePolls
  • Market Research
  • Marketing
  • Mobile
  • Mobile App
  • Mobile diaries
  • Mobile Surveys
  • New Features
  • non-profit
  • NPS
  • Online Communities
  • Polls
  • Question Types
  • Questionnaire
  • QuestionPro
  • QuestionPro Products
  • Release Notes
  • Research Tools and Apps
  • Revenue at Risk
  • Startups
  • Survey Templates
  • Surveys
  • Tech News
  • Tips
  • Training
  • Training Tips
  • Trending
  • Tuesday CX Thoughts (TCXT)
  • Uncategorized
  • VOC
  • Webinar
  • Webinars
  • What’s Coming Up
  • Workforce
  • Workforce Intelligence

questionpro-logo-nw
Help center Live Chat SIGN UP FREE
  • Sample questions
  • Sample reports
  • Survey logic
  • Branding
  • Integrations
  • Professional services
  • Security
  • Survey Software
  • Customer Experience
  • Workforce
  • Communities
  • Audience
  • Polls Explore the QuestionPro Poll Software - The World's leading Online Poll Maker & Creator. Create online polls, distribute them using email and multiple other options and start analyzing poll results.
  • Research Edition
  • LivePolls
  • InsightsHub
  • Blog
  • Articles
  • eBooks
  • Survey Templates
  • Case Studies
  • Training
  • Webinars
  • All Plans
  • Nonprofit
  • Academic
  • Qualtrics Alternative Explore the list of features that QuestionPro has compared to Qualtrics and learn how you can get more, for less.
  • SurveyMonkey Alternative
  • VisionCritical Alternative
  • Medallia Alternative
  • Likert Scale Complete Likert Scale Questions, Examples and Surveys for 5, 7 and 9 point scales. Learn everything about Likert Scale with corresponding example for each question and survey demonstrations.
  • Conjoint Analysis
  • Net Promoter Score (NPS) Learn everything about Net Promoter Score (NPS) and the Net Promoter Question. Get a clear view on the universal Net Promoter Score Formula, how to undertake Net Promoter Score Calculation followed by a simple Net Promoter Score Example.
  • Offline Surveys
  • Customer Satisfaction Surveys
  • Employee Survey Software Employee survey software & tool to create, send and analyze employee surveys. Get real-time analysis for employee satisfaction, engagement, work culture and map your employee experience from onboarding to exit!
  • Market Research Survey Software Real-time, automated and advanced market research survey software & tool to create surveys, collect data and analyze results for actionable market insights.
  • GDPR & EU Compliance
  • Employee Experience
  • Customer Journey
  • Synthetic Data
  • About us
  • Executive Team
  • In the news
  • Testimonials
  • Advisory Board
  • Careers
  • Brand
  • Media Kit
  • Contact Us

QuestionPro in your language

  • English
  • Español (Spanish)
  • Português (Portuguese (Brazil))
  • Nederlands (Dutch)
  • العربية (Arabic)
  • Français (French)
  • Italiano (Italian)
  • 日本語 (Japanese)
  • Türkçe (Turkish)
  • Svenska (Swedish)
  • Hebrew IL (Hebrew)
  • ไทย (Thai)
  • Deutsch (German)
  • Portuguese de Portugal (Portuguese (Portugal))

Awards & certificates

  • survey-leader-asia-leader-2023
  • survey-leader-asiapacific-leader-2023
  • survey-leader-enterprise-leader-2023
  • survey-leader-europe-leader-2023
  • survey-leader-latinamerica-leader-2023
  • survey-leader-leader-2023
  • survey-leader-middleeast-leader-2023
  • survey-leader-mid-market-leader-2023
  • survey-leader-small-business-leader-2023
  • survey-leader-unitedkingdom-leader-2023
  • survey-momentumleader-leader-2023
  • bbb-acredited
The Experience Journal

Find innovative ideas about Experience Management from the experts

  • © 2022 QuestionPro Survey Software | +1 (800) 531 0228
  • Sitemap
  • Privacy Statement
  • Terms of Use