In the pursuit of gauging customer satisfaction, businesses often solicit feedback from both content and disgruntled customers. Mostly, the latter category is prevalent. Satisfied customers typically ascend the ladder to becoming advocates before openly expressing positive feedback. The most perilous scenario centers around the indifferent customer, who remains invisible. Conventional survey methods struggle to reach them. The rise of an indifferent customer segment can severely impair a business's return on investment. Attempts to counter the void left by indifference with steep discounts and sales might not yield a successful recovery.
Read More