Medallia’s PDF reveals that while most frontline employees say leadership prioritizes customer experience, many feel their feedback goes unheard, undermining both engagement and customer outcomes. Only 40% are asked for input regularly, and fewer believe the right questions are asked or that results are acted upon. Trust is also low, with just 39% confident in survey anonymity. Companies that solicit and act on employee insights, ask relevant questions, ensure confidentiality, and clearly communicate follow-through see greater employee satisfaction, lower turnover, and better customer experiences.

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