Transactional Surveying

Transactional surveys measure your customers’ experience with touch points.

The primary purpose of transactional surveys in the CVA process is to provide an early warning system for both issues that may be arising for customers and for positive changes that are being implemented as part of the larger CVA process.

CIR recommends that transactional surveys be conducted for each touch point that is deemed important by customers and for touch points that are currently failing to perform to customers’ expectations.