About Christian Muma

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So far Christian Muma has created 4 blog entries.
5 October, 2020

3 Ways to Maximize the Value of Open-Ended Responses from Customer Surveys

By |2020-10-05T15:06:06-07:00October 5th, 2020|Categories: Customer Experience|

In my previous article on verbatim feedback, we explored some of the ways you can organize and systematically analyze open-ended feedback collected from your B2B customer surveys. Whether you leverage a text-analytics tool or read and code all free form responses manually, maximizing the value derived from this rich insight depends on what you do next. [...]

15 September, 2020

Tips to Analyze Open-Ended Responses from Customer Surveys

By |2020-10-05T14:59:02-07:00September 15th, 2020|Categories: Customer Experience|

There is a lot of literature and opinion out there when it comes to evaluating customer sentiment collected from your surveys in a B2B environment. From Net Promoter Score (NPS) to Customer Satisfaction (CSat) to Customer Effort Score (CES), there is almost no end to the information available on how to measure, analyze, and report [...]

15 May, 2019

4 Tips for Effectively Communicating Your Survey Data

By |2020-04-30T09:42:33-07:00May 15th, 2019|Categories: Net Promoter Score|

My wife and I welcomed our firstborn son, Stanley, this past winter. Despite months of research, buying the latest gadgets, and a mountain of unsolicited parental advice, nothing prepared us for the loads of complicated information we would have to retain. Whether it’s navigating the complex world of insurance claims or heeding advice from the [...]