Medallia’s guide addresses the sharp decline in survey response rates due to evolving email algorithms and tabbed inboxes that divert customer feedback requests into secondary folders. It outlines strategies to improve survey engagement such as optimizing send times, shortening survey length, embedding questions directly in emails, personalizing content, and using reminders. The guide urges a move beyond email to include omnichannel touchpoints like SMS, in-app messages, kiosks, and web chat. Ultimately, it recommends combining survey data with behavioral, operational, and employee insights to capture the full customer journey and drive growth.

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