I am having a similar problem and its been reported to me by multiple staff members. The exact verbiage is: "Your session was outdated, but we have updated you to your most resent response"None of the responses entered prior to this were saved. Has anyone else experienced this?
Interesting question. I have also heard from consultants that best practice is to send the survey immediately after. I am struggling with this as well. We are currently sending out a general review request within 5 - 10 minutes of checking out. Our more holistic survey (including CSAT and NPS) is printed on the receipt or invoice.
Hi Natasha! Yes, I have experienced this same issue. I re-created one report more times than I care to admit. It's extremely frustrating and I couldn't figure out what was going on. Let me know if you have an answer - eventually mine just 'stuck'.
I found a site called Customer Guru that provided me with some bench marking. For instance, it says that eNPS for Lowe's was 5, Sears 9, Home Depot -5, and Overstock.com 24. We paid for the Qualtrics benchmarks (for US and retail) and a benchmark for NPS was not provided in that.
I'm in a unique role in that I'm the primary owner of the Qualtrics relationship for Employee Experience AND I've been put in charge of redesigning our Voice of the Customer program, for which we are strongly considering Qualtrics. My background is in I/O psychology, so I have so much to learn about the CX side of things. I'd love to be able to hear other companies talk about their CX journeys to get ideas on how we should go about implementing this new, state-of-the-art-program. It's a huge project, and I know attending X4 would greatly benefit me (and NFM) along the journey.
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