In early 2014, a cross-functional group of Wheaton | Bekins employees redesigned the customer survey to gather more detailed and actionable data from customers. This survey was fittingly rebranded as the Customer Experience Report (CXR) and it now covers more customer touch points, gathers additional demographic and competitive information, and utilizes predictive analytics in combination with a survey structure based upon a hierarchical model of customer loyalty.
Stephanie Linville, Director, Market Intelligence, Quality & Training at....