Questions are not inherently neutral. They carry context, tone (if spoken), assumptions, and bias. If you’re working with customer (CX) or employee (EX) experience, asking questions is a necessary part of gathering feedback. Without considering the assumptions encoded in your questions, you could be inadvertently contaminating the feedback you’re collecting. Let’s discuss a couple of… Read more »
Tips and takeaways from the experts on how to make the most of community surveys.
Qualitative and quantitative data serve distinct purposes and work best when considered together.
Agencies looking to design innovative customer experiences should consider two opportunity areas: the types of constituent engagement that really matter, and the rol
To improve customer experience, you have to hear from constituents. Here are some ways to gain their feedback.
In Los Angeles, real-time data means homeless Angelenos can weigh in on policies that affect them.
When conducting user research, it’s important to keep in mind the following five tips and best practices to ensure you find real problems and solutions.
For-profit companies can tell how they’re doing by their sales; governments need to ask their communities how they’re meeting their needs.
The practical applications of clustering are vast. With the ability to identify groups in the data based on their shared characteristics, future customers, employees and stakeholders can be marketed and delivered products and services that are most likely to be pertinent to their specific needs.
Frontline managers should be responsible for the staff’s level of involvement. Leadership has to figure out what motivates employees.