Measuring Customer Advocacy – Transactional or Relationship Surveys?

This presentation illustrates how Fujitsu Network Communications uses transactional and relationship surveys in its Services Business Unit to measure the customer experience and capture the voice of the customer. In the last two years, a transition was made from mostly transactional customer satisfaction surveys to a blend of transactional and relationship customer advocacy surveys.

The presentation will show the differences between transactional and relationship surveys and how they are used in different situations to generate data that lead to process improvement.