Beyond traditional customer satisfaction surveys

Hosted On: Wednesday, September 20, 2017

About the webinar

Is satisfying customers one of your organization’s key goals? Are you still measuring customer satisfaction the same old way? Are you ready for a breakthrough in thinking and practice? Then this webinar video is for you. Rather than beating the same old customer satisfaction drum, a proper understanding of customers’ expectations is a better alternative that can lead to deeper insights.

In this webinar we discussed:

  • Why customer satisfaction metrics are inadequate
  • The two types of customer expectations and how to gather the ones you need to know
  • How to use expectations to create surveys that outperform traditional satisfaction surveys

About the speakers


William Fonvielle
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WILLIAM (BILL) FONVIELLE
Co-founder and Senior Partner of Promising Outcomes, LLP
Bill’s career has been marked by the invention of many widely-used business models and research methods. With over 30 years of industry experience, Bill is perhaps the leading practitioner of Expectations Theory which underlies Promising Outcome’s approach and its innovative tools and methods. He’s a globally recognized authority on performance measurement and is the “father” of the Dynamic Scorecard, a popular alternative to the Balanced Business Scorecard. He has authored many business-related articles and the book “From Manager to Innovator: Using Information to Become an Idea Entrepreneur.” He earned an MBA from the Yale School of Management.
Rudly Raphael
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Rudly Raphael
President at QuestionPro Audience
Rudly Raphael, President at QuestionPro Audience, has more than 15 years of professional experience in the online market research industry. As President of QuestionPro Audience, he oversees all aspects of research and insight and logistical design involving quantitative methodology. He’s a frequent author of industry related articles. He’s also an inventor and volunteers his time with various non-profit organizations. Rudly attended Wentworth Institute Of Technology, majoring in electrical engineering. He is also a graduate of Harvard University.