What a Survey Can’t Tell You

Is it any surprise that’s where they gravitated? They were trying to understand complex issues which required understanding nuances, not just percentages and volume data. But because the research tool didn’t give what they needed, “fix your cloud services” had to be extrapolated out to an action plan that was inevitably based more on the company’s perception of the problem rather than the customer’s.

New CX Research from Primary Intelligence Finds B2B Firms Are Getting Serious About Customer Feedback

In Primary Intelligence’s recently published 2016 State of Customer Experience research findings, we found some interesting data points to suggest that B2B firms are increasingly serious about collecting, analyzing, and responding to feedback from their customers. In this blog, we share three of the more interesting findings from our latest annual research on the Customer Experience (CX) market.