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13.625 16.4 12.745L21 7.375" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> </svg> </div> <div class="column-item-content"> <p class="column-item-title">Customer Feedback</p> <p class="column-item-description">Turn experience signals into transformative, actionable insights</p> </div> </a> <a class="column-item" target="_self" href="/reputation-management-software/"> <div class="column-item-image"> <svg width="24" height="25" viewBox="0 0 24 25" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M8.67 14.375H4C2.9 14.375 2 15.275 2 16.375V22.375H8.67V14.375Z" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> <path d="M13.3302 10.375H10.6602C9.56016 10.375 8.66016 11.275 8.66016 12.375V22.375H15.3302V12.375C15.3302 11.275 14.4402 10.375 13.3302 10.375Z" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> <path d="M20.0001 17.375H15.3301V22.375H22.0001V19.375C22.0001 18.275 21.1001 17.375 20.0001 17.375Z" 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class="column-item-description">Find opportunities to elevate customer and agent experiences</p> </div> </a> <a class="column-item" target="_self" href="/roles/digital/"> <div class="column-item-image"> <svg width="24" height="25" viewBox="0 0 24 25" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M10 17.325H6.21C2.84 17.325 2 16.485 2 13.115V7.11503C2 3.74503 2.84 2.90503 6.21 2.90503H16.74C20.11 2.90503 20.95 3.74503 20.95 7.11503" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> <path d="M10 21.845V17.325" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> <path d="M2 13.325H10" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> <path d="M6.74023 21.845H10.0002" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> <path d="M22.0003 13.175V18.885C22.0003 21.255 21.4103 21.845 19.0403 21.845H15.4903C13.1203 21.845 12.5303 21.255 12.5303 18.885V13.175C12.5303 10.805 13.1203 10.215 15.4903 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class="column-heading-section"> <p class="column-heading">Enterprise Architecture</p> </div> <hr class="column-heading-section-hr"> <div class="column-item-section" id="col-67b2f02b425df"> <a class="column-item" target="_self" href="/text-analytics/"> <div class="column-item-image"> <svg width="24" height="25" viewBox="0 0 24 25" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M20 12.575V14.275C20 17.425 18.2 18.775 15.5 18.775H6.5C3.8 18.775 2 17.425 2 14.275V8.875C2 5.725 3.8 4.375 6.5 4.375H9.2C9.07 4.755 9 5.175 9 5.625V9.52502C9 10.495 9.32 11.315 9.89 11.885C10.46 12.455 11.28 12.775 12.25 12.775V14.165C12.25 14.675 12.83 14.985 13.26 14.705L16.15 12.775H18.75C19.2 12.775 19.62 12.705 20 12.575Z" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> <path d="M22 5.625V9.52502C22 11.015 21.24 12.135 20 12.575C19.62 12.705 19.2 12.775 18.75 12.775H16.15L13.26 14.705C12.83 14.985 12.25 14.675 12.25 14.165V12.775C11.28 12.775 10.46 12.455 9.89 11.885C9.32 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class="column-item-title">Data Management</p> <p class="column-item-description">Conquer your most demanding data management needs</p> </div> </a> <a class="column-item" target="_self" href="/predictive-customer-analytics/"> <div class="column-item-image"> <svg width="25" height="25" viewBox="0 0 25 25" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M20.0361 9.975C20.0361 5.975 18.4361 4.375 14.4361 4.375H9.63613C5.63613 4.375 4.03613 5.975 4.03613 9.975V14.775C4.03613 18.775 5.63613 20.375 9.63613 20.375" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> <path d="M16.3861 8.375C15.8361 7.675 14.9161 7.375 13.5361 7.375H10.5361C8.03613 7.375 7.03613 8.375 7.03613 10.875V13.875C7.03613 15.255 7.33613 16.175 8.02613 16.725" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> <path d="M8.0459 4.375V2.375" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> <path d="M12.0361 4.375V2.375" stroke="currentColor" 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</header> <div class="display-flex grid-wrapper single-post"> <main id="main" class="site-main"> <style> html { scroll-behavior: smooth; } </style><article class="container grid grid-center lg-xl:px-20px post-47445 post type-post status-publish format-standard has-post-thumbnail hentry category-customer-experience tag-survey-best-practices"> <div class="blog-post-grid st-grid grid-cols-12 gap-x-8 md:gap-x-12 lg:gap-x-16 grid-flow-row md:grid-flow-col mb-24 w-full"> <div class="col-start-1 col-span-12 md:col-start-1 md:col-span-5 mb-8"> <div class="breadcrumbs-wrap"> <nav class="breadcrumbs"><a href="https://inmoment.com/blog/">Blog</a> <svg width="7" height="10" viewBox="0 0 7 10" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M1.5 10C1.28906 10 1.10156 9.92969 0.960938 9.78906C0.65625 9.50781 0.65625 9.01562 0.960938 8.73438L4.17188 5.5L0.960938 2.28906C0.65625 2.00781 0.65625 1.51562 0.960938 1.23438C1.24219 0.929688 1.73438 0.929688 2.01562 1.23438L5.76562 4.98438C6.07031 5.26562 6.07031 5.75781 5.76562 6.03906L2.01562 9.78906C1.875 9.92969 1.6875 10 1.5 10Z" fill="#96A1AB"/> </svg> <a href="https://inmoment.com/blog/category/customer-experience/">Customer Experience</a> <svg width="7" height="10" viewBox="0 0 7 10" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M1.5 10C1.28906 10 1.10156 9.92969 0.960938 9.78906C0.65625 9.50781 0.65625 9.01562 0.960938 8.73438L4.17188 5.5L0.960938 2.28906C0.65625 2.00781 0.65625 1.51562 0.960938 1.23438C1.24219 0.929688 1.73438 0.929688 2.01562 1.23438L5.76562 4.98438C6.07031 5.26562 6.07031 5.75781 5.76562 6.03906L2.01562 9.78906C1.875 9.92969 1.6875 10 1.5 10Z" fill="#96A1AB"/> </svg> <span>Current Page</span></nav> </div> <h1 class="text-orca font-bold text-[40px] leading-[42px]">A Guide to the Customer Satisfaction Survey</h1> A customer satisfaction survey can help you understand how your clients feel about the products or services that you offer. Customer satisfaction is a great indicator of the state of your customer experience, and should be continuously monitored. </div> <div class="col-start-1 col-span-12 md:col-start-6 md:col-span-7 mb-8"> <div class="rounded content-hero-media overflow-hidden aspect-video relative"> <img width="1280" height="899" src="https://inmoment.com/wp-content/uploads/2022/08/CustomerSatisfactionSurvey.jpg" class="absolute inset-0 object-cover wp-post-image" alt="Customer Satisfaction Survey" loading="eager" decoding="async" fetchpriority="high" srcset="https://inmoment.com/wp-content/uploads/2022/08/CustomerSatisfactionSurvey.jpg 1280w, https://inmoment.com/wp-content/uploads/2022/08/CustomerSatisfactionSurvey-300x211.jpg 300w, https://inmoment.com/wp-content/uploads/2022/08/CustomerSatisfactionSurvey-1024x719.jpg 1024w, https://inmoment.com/wp-content/uploads/2022/08/CustomerSatisfactionSurvey-768x539.jpg 768w" sizes="(max-width: 1280px) 100vw, 1280px" /> </div> </div> <div class="contents main-content-area col-start-1 col-span-12 md:block md:col-start-4 md:col-span-6 blog-post-grid"> <p>It’s every company’s dream to have loyal, lifelong customers. To get this, you need to understand what your customers want, how they view your brand, and how they feel about your products and/or services. To put it simply, you need to understand their entire <a href="https://inmoment.com/customer-experience/">customer experience</a>, from beginning to end. </p> <p>One way to do this is through customer satisfaction surveys. Let’s dive into what they are, why they are important, and the different variants of them that you can use.</p> <h2 class="wp-block-heading"><strong>What Is a Customer Satisfaction Survey?</strong></h2> <p>Customer satisfaction surveys enable you to measure your customer’s satisfaction with any aspect of your business, whether it be:</p> <ul class="wp-block-list"> <li>Products</li> <li>Services </li> <li>Experiences</li> <li>Staff </li> </ul> <p>These customer satisfaction <a href="https://inmoment.com/xi-terms/survey/">surveys</a>, also referred to as CSAT for short, offer a holistic view of different aspects of your customers’ experiences. They can use a rating system that can be tracked over time, offer specific insights into your customers’ pain points, and help you work to continue to meet your customer’s needs.</p> <h2 class="wp-block-heading"><strong>Why Are Customer Satisfaction Surveys Important?</strong></h2> <p>Customer satisfaction surveys are important because they are a direct insight into the customer experience. They help you understand how your business is viewed, and what you can do to improve that. Having high satisfaction rates is important to your brand for many reasons. Satisfied customers spread the word through word-of-mouth marketing. Satisfaction is a great indicator of retention, <a href="https://inmoment.com/xi-terms/customer-loyalty/">customer loyalty</a>, and new customer acquisition through referrals.</p> <h3 class="wp-block-heading" id="customer-retention">Customer Retention</h3> <p>Knowing your customers is beneficial from a financial standpoint. Most customers feel that companies should make more of an effort to cater to their feelings and walk out if those needs aren’t met. Maintaining customers is much cheaper than gaining new ones, so ensuring they are satisfied with the service or product, ensures <a href="https://inmoment.com/blog/customer-retention/">customer retention</a>.</p> <h3 class="wp-block-heading" id="happy-customers-stay-loyal-and-spend-more">Happy Customers Stay Loyal and Spend More</h3> <p>Research shows that if customers are treated well, they will purchase more. Your returning customers will spend around 67% more than first-time customers. Measuring which interactions your customers value will help you evaluate what they are willing to pay more for.</p> <h3 class="wp-block-heading" id="satisfied-customers-spread-the-word">Satisfied Customers Spread the Word</h3> <p>If customers have a good experience they are more likely to tell a friend or recommend a service. This can have a knock-on effect on the reputation of your company. Most Americans think word of mouth is the most trustworthy form of recommendation. This can however go the other way, in that unsatisfied customers can also tarnish a company’s reputation. Monitoring how your customers feel with a customer satisfaction survey is essential.</p> <p><strong>What is the Purpose of Customer Satisfaction Surveys?</strong></p> <p>Customer satisfaction surveys are used for several different purposes, each of which is important to the company that wishes to continuously monitor and improve the customer experience they provide. Top objectives include: </p> <ul class="wp-block-list"> <li>Fix any meaningful problems that have occurred for customers with the company’s products or services.</li> <li>Assess the performance of its customer-facing units (retail locations, call centers, digital care teams, etc.) and staff (salespeople, call center reps, etc.).</li> <li>Improve its processes and standards for delivery.</li> <li>Understand customers’ needs as they use the company’s products or services so the company can help them have a better overall experience.</li> </ul> <div class="wp-block-image"> <figure class="aligncenter size-large is-resized"><img decoding="async" width="1024" height="1024" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/04/int-final-piece-1024x1024.png" alt="" class="wp-image-76245" style="width:618px;height:auto" srcset="https://inmoment.com/wp-content/uploads/2024/04/int-final-piece-1024x1024.png 1024w, https://inmoment.com/wp-content/uploads/2024/04/int-final-piece-300x300.png 300w, https://inmoment.com/wp-content/uploads/2024/04/int-final-piece-150x150.png 150w, https://inmoment.com/wp-content/uploads/2024/04/int-final-piece-768x769.png 768w, https://inmoment.com/wp-content/uploads/2024/04/int-final-piece-1079x1080.png 1079w, https://inmoment.com/wp-content/uploads/2024/04/int-final-piece.png 1200w" sizes="auto, (max-width: 1024px) 100vw, 1024px" /></figure></div> <p>An effective customer experience program will address all four of these objectives. To do this, a company may need several different but integrated components. Effective measurement of processes and performance of people requires a focus on transactions and traditional measurement that uses a consistent and robust methodology, whereas a focus on customers as individuals requires a unique and individualized approach that follows a customer periodically throughout his or her tenure as a customer.</p> <h3 class="wp-block-heading" id="do-customer-satisfaction-surveys-work">Do Customer Satisfaction Surveys Work?</h3> <p>The effectiveness of customer satisfaction surveys is a topic that is often debated. However, it should be clear that customer satisfaction surveys work. Working to improve the customer experience is always a good thing. If you successfully improve the customer experience, you will almost certainly realize improved business results. For example, boosting customer retention by just 5% can improve your profits by anywhere from 25-95%. </p> <p>The caveat to this statement is that customer satisfaction surveys only work under alignment and the direction of a similar goal. If you send out customer satisfaction surveys just to check a box, the likelihood of you seeing ROI from those efforts is slim to none. For you to get the most out of your CSAT surveys, you need to align with the other stakeholders in your organization. </p> <h2 class="wp-block-heading" id="how-to-create-a-customer-satisfaction-survey">How to Create a Customer Satisfaction Survey</h2> <p>Creating a survey that yields responses can be a tricky situation. You want to get in-depth feedback but don’t want to overwhelm your customers to the point of them exiting the survey without completing it. To create an effective customer satisfaction survey, you need to keep these tips in mind:</p> <ul class="wp-block-list"> <li><strong>Define Your Objectives:</strong> Determine what you want to achieve with the survey. Are you looking to measure overall satisfaction, identify areas for improvement, gather feedback on a specific product or service, or assess customer loyalty?</li> <li><strong>Select Survey Type:</strong> Choose the type of survey that best suits your aforementioned objectives. Some common <a href="https://inmoment.com/blog/types-of-surveys/">types of surveys</a> include Net Promoter Score, Customer Satisfaction Score, and Customer Effort Score. </li> <li><strong>Consider Survey Length:</strong> Keep the survey short and relevant to prevent survey fatigue and increase response rates. Aim for no more than 10-15 questions, and prioritize the most important ones.</li> <li><strong>Design a Welcoming Survey Layout:</strong> Choose a clean and user-friendly layout for your survey. Use a mix of text, visuals, and white space to enhance readability. Ensure that the survey is accessible across different devices (desktop, mobile, tablet).</li> <li><strong>Test the Survey:</strong> Before launching the survey, conduct a pilot test with a small group of respondents to identify any issues with clarity, flow, or functionality.</li> </ul> <p>InMoment’s dynamic XI Platform gives you the ability to create your surveys or choose from prebuilt templates. These templates enable you to customize branding, question types, logic, design, and other features seamlessly within a single user-friendly interface.</p> <h2 class="wp-block-heading" id="how-to-start-a-customer-satisfaction-survey">How to Start a Customer Satisfaction Survey</h2> <p>When designing a survey, sometimes starting the survey can be the most difficult problem. If you are wondering what the best way to start a survey is, you aren’t alone. While it may seem like there are a lot of ways to go about asking the first question, you should keep one thing in mind. Your first question should always be associated with the metric or business goal you are trying to achieve. </p> <p>This question is the most important one in the survey, and should always be answered first. The questions that follow this one are where you can get a bit more creative. You can ask follow-up questions to the first question that allow the respondent to provide more information about their first answer, or you can ask a question about a secondary metric or topic that you may be tracking. </p> <div class="wp-block-image"> <figure class="aligncenter size-large is-resized"><img decoding="async" width="1024" height="1024" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/04/listen-image-03-1024x1024.png" alt="" class="wp-image-76253" style="width:502px;height:auto" srcset="https://inmoment.com/wp-content/uploads/2024/04/listen-image-03-1024x1024.png 1024w, https://inmoment.com/wp-content/uploads/2024/04/listen-image-03-300x300.png 300w, https://inmoment.com/wp-content/uploads/2024/04/listen-image-03-150x150.png 150w, https://inmoment.com/wp-content/uploads/2024/04/listen-image-03-768x768.png 768w, https://inmoment.com/wp-content/uploads/2024/04/listen-image-03-1536x1536.png 1536w, https://inmoment.com/wp-content/uploads/2024/04/listen-image-03-1079x1080.png 1079w, https://inmoment.com/wp-content/uploads/2024/04/listen-image-03.png 1800w" sizes="auto, (max-width: 1024px) 100vw, 1024px" /></figure></div> <h2 class="wp-block-heading" id="how-to-measure-customer-satisfaction">How to Measure Customer Satisfaction</h2> <p>If you want to know just how satisfied your customers are, you need to go directly to the source and ask them. Customer satisfaction surveys are the best way to identify the highlights and the pinch points of your product or services. You need a metric to help quantify the experience your customers have, which all starts by establishing a framework for their feedback.</p> <h3 class="wp-block-heading"><strong>Three Crucial Customer Satisfaction Metrics</strong></h3> <p>There are many ways to measure customer satisfaction, but there are a few that are more prominent, popular, and productive than their counterparts. Here are three of the most common types of customer satisfaction surveys or measurements:</p> <h4 class="wp-block-heading"><strong>Customer Satisfaction Score (CSAT)</strong></h4> <p><a href="https://inmoment.com/blog/csat-customer-satisfaction/">Customer Satisfaction</a> scores are an attempt to capture how satisfied customers are with a company’s goods and services. A survey asks a customer to rate their satisfaction, typically on a scale from 1 to 5.</p> <div class="wp-block-image"> <figure class="aligncenter size-full is-resized"><img decoding="async" width="1024" height="880" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/04/Mobile-Incredible-BankCSAT-1-1-1024x880-1.png" alt="" class="wp-image-76261" style="width:570px;height:auto" srcset="https://inmoment.com/wp-content/uploads/2024/04/Mobile-Incredible-BankCSAT-1-1-1024x880-1.png 1024w, https://inmoment.com/wp-content/uploads/2024/04/Mobile-Incredible-BankCSAT-1-1-1024x880-1-300x258.png 300w, https://inmoment.com/wp-content/uploads/2024/04/Mobile-Incredible-BankCSAT-1-1-1024x880-1-768x660.png 768w" sizes="auto, (max-width: 1024px) 100vw, 1024px" /></figure></div> <h4 class="wp-block-heading"><strong>Net Promoter Score (NPS®)</strong></h4> <p><a href="https://inmoment.com/blog/net-promoter-score/">Net Promoter Score® (NPS)</a> is a trademarked metric between -100 and 100 that captures in aggregate the propensity of a company’s customers to attract and refer new business or/and repeat business. </p> <div class="wp-block-image"> <figure class="aligncenter size-full"><img decoding="async" width="931" height="120" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/04/NPS-survey-1.png" alt="" class="wp-image-76277" srcset="https://inmoment.com/wp-content/uploads/2024/04/NPS-survey-1.png 931w, https://inmoment.com/wp-content/uploads/2024/04/NPS-survey-1-300x39.png 300w, https://inmoment.com/wp-content/uploads/2024/04/NPS-survey-1-768x99.png 768w" sizes="auto, (max-width: 931px) 100vw, 931px" /></figure></div> <h4 class="wp-block-heading"><strong>Customer Effort Score (CES)</strong></h4> <p>The <a href="https://inmoment.com/xi-terms/customer-effort-score/">Customer Effort Score</a> is an index from 1 to 7 that measures how easy a company makes it for customers to deal with its products and services. A company that provides effortless service gets a 7 while a company that makes it difficult gets a 1. In other words, the higher the CES, the better.</p> <div class="wp-block-image"> <figure class="aligncenter size-full"><img decoding="async" width="492" height="125" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/04/inmoment-ces.jpg" alt="" class="wp-image-76269" srcset="https://inmoment.com/wp-content/uploads/2024/04/inmoment-ces.jpg 492w, https://inmoment.com/wp-content/uploads/2024/04/inmoment-ces-300x76.jpg 300w" sizes="auto, (max-width: 492px) 100vw, 492px" /></figure></div> <p><br>For example, your customer satisfaction survey could instruct your customers to rate their satisfaction with a service or product on a scale of 1-5. If you want to get an idea of how your customers view your brand, you can use the Net Promoter Score (NPS) that asks how likely a customer is to recommend your company to a friend using a scale of 0-10.</p> <p><br>Deciding on the rate metric and the best response type will depend on what you want to know. What drives the experience of your customers? What causes them to feel the way they do about your brand or business offering? As you hone your feedback survey questions and the type of metrics that benefit your business most, you can collect data over time and gain greater insights.</p> <h2 class="wp-block-heading"><strong>Question Types to Include in Your Customer Satisfaction Survey</strong></h2> <p>Embarking on the journey of creating a customer satisfaction survey is akin to crafting a conversation with your customer base—each question type serves as a different form of dialogue, each with its own strengths and considerations. Here are some core question types that you should consider including in your customer satisfaction surveys: </p> <h3 class="wp-block-heading"><strong>Likert-Scale Questions</strong></h3> <p><a href="https://inmoment.com/blog/likert-scale/">Likert-scale</a> questions are the bread and butter of nuanced feedback. They invite respondents to indicate their level of agreement or satisfaction across a symmetrical, often five or seven-point scale. When you’re seeking to grasp not just the “what,” but the “how much,” Likert scales are invaluable. These are particularly effective when you aim to measure various dimensions of the customer experience, such as ease of use, quality, or responsiveness. They are straightforward for customers to understand and quick to complete, boosting completion rates and, by extension, the richness of your customer satisfaction survey data.</p> <h3 class="wp-block-heading"><strong>Multiple Choice Questions</strong></h3> <p>The jack-of-all-trades in the survey world, multiple-choice questions, offer pre-set answers that make it easier to standardize responses. Ideal for quantitative analysis, these questions help to streamline the data collection process. Want to know which features are most useful to your customer base? Or maybe you’re curious about how often respondents use your service? A well-crafted multiple-choice question can provide that clarity. Importantly, keep the options mutually exclusive and collectively exhaustive to avoid ambiguity—a cornerstone principle of customer satisfaction survey best practices.</p> <h3 class="wp-block-heading"><strong>Open-Text Questions</strong></h3> <p>If Likert-scale questions give you the “how much,” open-text questions deliver the “why.” They are your gateway to the qualitative nuances that multiple-choice or Likert-scale questions can’t capture. They provide the space for customers to articulate their thoughts, emotions, and suggestions freely. While they may be more time-consuming to analyze, the richness of the insights gained can be deeply revealing. Open-text questions are especially useful when you’re searching for constructive criticism, in-depth product feedback, or new ideas for improvement. It’s like having a one-on-one conversation with your customer, but at scale.</p> <h3 class="wp-block-heading"><strong>Binary Questions</strong></h3> <p>Binary questions cut to the chase. They are a straightforward yes-or-no format that is quick to answer and easy to analyze. These are your go-to when you need a clear-cut view of a situation. Did the customer find what they were looking for? Was the check-out process smooth? The simplicity of binary questions makes them highly effective for issues that are black and white. However, their simplicity also means they lack the depth of insight gained from other question types, so use them judiciously within your customer satisfaction survey.</p> <h3 class="wp-block-heading"><strong>Follow Up Questions</strong></h3> <p>The follow-up question is where the art of survey design truly comes to life. After capturing the core data, use follow-up questions to drill down into specifics. Was a customer dissatisfied with their purchase? A well-placed follow-up can reveal whether it was due to product quality, delivery time, or perhaps customer service. Follow-ups are instrumental in adding layers of understanding to your basic findings, allowing you to formulate more precise and impactful action plans. They’re the epitome of turning data into dialogue, contributing to a customer-centric culture that values feedback at every turn.</p> <h2 class="wp-block-heading"><strong><strong>20 Customer Satisfaction Survey Question Examples</strong></strong></h2> <p>There are a wide variety of questions you can ask across multiple types of surveys, it just depends on what you are looking to get insight on. Here are examples of categories of questions and example questions.</p> <h3 class="wp-block-heading" id="product-usage">Product Usage</h3> <ul class="wp-block-list"> <li>How long have you been using the product?</li> <li>How often do you use the product or service?</li> <li>Does the product help you achieve your goals?</li> <li>What is your favorite tool or portion of the product or service?</li> </ul> <h3 class="wp-block-heading" id="demographics">Demographics</h3> <ul class="wp-block-list"> <li>Where are you located?</li> <li>What is your level of education?</li> <li>Where do you work and what’s your job title?</li> <li>What industry are you in?</li> </ul> <h3 class="wp-block-heading" id="satisfaction-scale">Satisfaction Scale</h3> <ul class="wp-block-list"> <li>On a scale of 1 to 10, how satisfied are you with your experience today?</li> <li>Did you feel that our team answered your inquiry promptly?</li> <li>Do you agree or disagree that your issue was effectively resolved?</li> <li>How likely are you to return to our website?</li> </ul> <h3 class="wp-block-heading" id="open-text">Open-Text</h3> <ul class="wp-block-list"> <li>How can we improve your experience with the company?</li> <li>What can our employees do better?</li> <li>How can our employees better support your business’s/your goals?</li> <li>Why did you choose our product over a competitor’s?</li> </ul> <h3 class="wp-block-heading" id="longevity">Longevity</h3> <ul class="wp-block-list"> <li>May we contact you to follow up on these responses?</li> <li>Can we connect you with a customer success manager via chat?</li> <li>Would you be open to discussing upgrade options for your product?</li> <li>Can we send you a list of useful resources for getting the most out of your product?</li> </ul> <h2 class="wp-block-heading"><strong>Customer Satisfaction Survey Design Best Practices</strong></h2> <p>One of the most important things to remember when designing customer acquisition surveys is that if your survey is too long, or too tedious, you will not get responses. Timing your surveys right, and designing them effectively will help you get all <a href="https://www.retailcustomerexperience.com/blogs/uniting-transactional-and-relationship-surveys-to-capture-the-entire-experience/" target="_blank" rel="noopener">the information you need</a> to keep your customers happy and satisfied with your products. To get the most out of your customer satisfaction survey efforts, here are some of the dos and don’ts of the process.</p> <h3 class="wp-block-heading" id="do">Do</h3> <ul class="wp-block-list"> <li><strong>Ask for the overall company rating first.</strong> Starting with someone’s overall impression of your company can help you compare your business to your competitors and your industry’s market, which is important for creating internal benchmarks.</li> <li><strong>Allow for open-text feedback.</strong> There are pros and cons to both free-response questions and more limited-response questions. In some aspects, it’s easier to gather hard and definitive data with limited-response questions, but you also need to understand the motives and concerns behind someone’s feedback by learning details you may not have otherwise anticipated.</li> <li><strong>Always A/B Test Your Surveys. </strong>You wouldn’t put a new product into the market without first testing it with your target audience, right? The same principle applies to your customer satisfaction surveys. A/B testing—comparing two versions of your survey to determine which performs better—can radically improve the quality of the feedback you receive.</li> <li><strong>Optimize for mobile.</strong> Mobile apps and devices are growing in popularity and not as many people are using a desktop computer to complete their customer satisfaction survey. If your survey process is clunky on mobile or takes too long, customers are less likely to finish or even start the survey to begin with.</li> </ul> <h3 class="wp-block-heading" id="dont">Don’t</h3> <ul class="wp-block-list"> <li><strong>Ask double-barrel questions.</strong> Your question needs to focus on one aspect or issue—a double-barrel question covers more than one issue but only allows for one response. To reduce confusion or gathering inaccurate data, simplify your questions.</li> <li><strong>Make the survey too long.</strong> If you lose your respondent’s interest with a huge customer satisfaction survey, you’ll miss out on helpful information and make customers feel like they wasted their time. Satisfaction surveys don’t often need to exceed 10 questions.</li> </ul> <ul class="wp-block-list"> <li><strong>Use internal or industry jargon.</strong> The language you use will not only leave a certain impression on your customers, but if respondents can’t understand what you’re really asking them, they may not respond accurately or even finish the survey.</li> </ul> <h2 class="wp-block-heading"><strong>How to Distribute Your Customer Satisfaction Survey for Optimal Data</strong></h2> <p>Navigating the intricate landscape of customer satisfaction surveys requires a thoughtful approach, from choosing the right platform to identifying the optimal timing and debating the merits of incentives. In the upcoming sections, we’ll demystify these key considerations. We’ll explore how the medium of your survey can shape its effectiveness, why timing matters in capturing the most accurate customer sentiments, and the pros and cons of incentivizing your respondents. Get ready to elevate your customer satisfaction survey strategy with these essential insights.</p> <h3 class="wp-block-heading"><strong>Choosing the Right Platform for Your Customer Satisfaction Survey</strong></h3> <ul class="wp-block-list"> <li><strong>Online Platforms:</strong> In today’s digital age, online platforms such as social media channels, your company’s website, and dedicated survey platforms are powerful tools. They offer the convenience of anytime, anywhere access and provide immediate feedback. Online surveys can be designed to be visually appealing, easily shareable, and interactive.</li> </ul> <ul class="wp-block-list"> <li><strong>Emails: </strong>Still an effective method, emails allow for a direct reach to your customer’s inbox. With a compelling subject line and a personalized touch, it can drive higher response rates. Plus, the convenience of answering when it suits them makes emails a preferred method for many.</li> </ul> <ul class="wp-block-list"> <li><strong>In-app Prompts:</strong> For businesses with mobile or desktop applications, in-app prompts can be a seamless way to gather feedback. As users interact with your app, strategically timed prompts can ask about their immediate experience. It’s timely and directly related to the user’s current action, ensuring relevant feedback.</li> </ul> <h3 class="wp-block-heading"><strong>When to Send a Customer Satisfaction Survey</strong></h3> <p>Ideally, you want to avoid asking for feedback during a purchase or experience. Doing this can interrupt the process and worsen the customer experience. Here are some examples of acceptable times to ask for customer feedback: </p> <ul class="wp-block-list"> <li><strong>Post-purchase:</strong> Once a customer completes a purchase, their experience with your product or service is fresh in their mind. A short, focused customer satisfaction survey can help gauge their immediate reactions.</li> </ul> <ul class="wp-block-list"> <li><strong>After-Service Experiences:</strong> If a customer has interacted with your customer service team, for a query, complaint, or any other reason, it’s essential to know how they felt about the interaction. Sending a survey shortly after can provide insights into your team’s performance and areas for improvement.</li> </ul> <h3 class="wp-block-heading" id="how-often-should-you-conduct-a-customer-satisfaction-survey">How Often Should You Conduct a Customer Satisfaction Survey</h3> <p>The frequency with which you conduct a customer satisfaction survey depends on various factors such as the nature of your business, the industry standards, and the pace of change within your organization. </p> <p>That being said, it is important to conduct these surveys at regular intervals. Having a regular cadence for your customer satisfaction surveys helps you track overall changes in performance over time. Some common frequencies include quarterly or semi-annually. </p> <p>If your business undergoes significant changes like launching a new product or service, implementing a major policy change, or experiencing a merger, it might be wise to survey to gauge how these changes are perceived by your customers.</p> <p>In industries influenced by seasonal trends, such as retail or hospitality, it might be beneficial to conduct surveys during peak seasons or before major holidays when customer engagement is high. </p> <p>Ultimately, the key is to strike a balance between gathering sufficient feedback to make informed decisions and not overwhelming customers with too many surveys. </p> <h3 class="wp-block-heading" id="how-to-improve-customer-satisfaction-surveys">How to Improve Customer Satisfaction Surveys</h3> <p>In order to get the best data that gives you the most actionable information, you will need to constantly work to improve your surveys. This can be done through a various number of ways. Trial and error can be an effective method to improve your surveys. If you have one goal in mind for your survey, you can ask one question that relates to that question, and then change the follow-up question over time. This follow-up question can act as an independent variable that you can measure against. While there are other ways to improve your survey over time, here are some ways to improve them right out of the gate:<br></p> <ul class="wp-block-list"> <li>Ask specific questions: Ask specific questions that relate to your business goal. Whether it is product quality, customer service, or ease of use, these questions will get you closer to data that you can use. </li> <li>Test the survey: Before deploying the survey widely, test it with a small sample of customers to identify any potential issues or areas for improvement. Gather feedback on the survey itself and use this input to refine the questions and format. </li> <li>Ensure accessibility: Make sure the survey is accessible to all customers, regardless of their preferred communication channels or accessibility needs. Offer multiple ways for customers to access the survey, such as email, website links, or mobile apps, and ensure that it’s compatible with screen readers and other assistive technologies.</li> </ul> <h3 class="wp-block-heading"><strong>To Incentivize Responses or Not to Incentive Responses? </strong></h3> <p><strong>Pros of Offering Rewards:</strong></p> <ul class="wp-block-list"> <li>Higher Response Rates: A small token of appreciation can motivate customers to take a few minutes out of their day to provide feedback.</li> <li>Positive Sentiment: Offering rewards can leave a positive impression, showcasing your brand’s appreciation for their time and effort.</li> </ul> <p><strong>Cons of Offering Rewards:</strong></p> <ul class="wp-block-list"> <li>Quality of Responses: Some customers might rush through the survey or provide inauthentic responses just to claim the reward.</li> <li>Cost Implications: Depending on the incentive, it might increase the cost of conducting the survey, which businesses need to factor into their budget.</li> </ul> <h2 class="wp-block-heading"><strong>How to Turn Customer Feedback Into Action</strong></h2> <p>Once you have gathered useful and relevant data from your client satisfaction survey, it falls back on your business to make that data impactful and lucrative. If you want to improve the customer experience, here are some core principles to keep in mind.</p> <h3 class="wp-block-heading"><strong>Close the loop:</strong></h3> <p>Negative feedback is always going to exist, and to show that a customer’s response matters, respond quickly after receiving that feedback from customer satisfaction surveys. A <a href="https://inmoment.com/blog/customer-feedback-loop/">customer feedback loop</a> boosts customer loyalty, even for those who didn’t have a great initial experience.</p> <h3 class="wp-block-heading"><strong>Analyze for trends:</strong></h3> <p>Dig into your metrics and data to see if you can identify any patterns or commonalities. If more than half of your respondents struggled to navigate the online store on your website, then it may be time to revamp or redesign your website interface.</p> <h3 class="wp-block-heading"><strong>Company-wide effort:</strong></h3> <p>Make sure you align your improvement efforts at every level of your organization. From product development to customer service, everyone needs the same expectations and strategy, which often means greater communication and collaboration. Feedback from customer satisfaction surveys can help different teams and departments come together to improve and prioritize the right elements of their projects.</p> <h2 class="wp-block-heading" id="how-to-present-customer-satisfaction-survey-results">How to Present Customer Satisfaction Survey Results</h2> <p>The data you get from surveys is important, but it is only as great as your ability to make sense of it and report on your findings. In order to make sure the right insights are shared with key stakeholders, you need a repeatable and scalable way to report on your survey data. </p> <p>With InMoment’s dynamic <a href="https://inmoment.com/reporting/">reporting</a> capabilities, you have the ability to make sense of large amounts of data in seconds. You can see what is impacting your metrics, filter out data you don’t want to see, and share these reports across your organization. </p> <h2 class="wp-block-heading"><strong>Other Ways to Understand Customers</strong></h2> <p>Using customer satisfaction surveys is a key component of improving your business and understanding what your customers need. When it comes to marketing, there are even more things you can do outside of CSATs and surveys. It’s best to approach customer needs from several angles, including customer satisfaction surveys and the following strategies.</p> <h3 class="wp-block-heading"><strong>Personas:</strong></h3> <p>User personas are detailed portfolios of your target customers that highlight a made-up customer that emulates the primary motives, needs, and concerns of specific users. This helps you group certain users that you can better serve and address their pain points.</p> <h3 class="wp-block-heading"><strong>Market research:</strong></h3> <p>Customer satisfaction surveys are part of your research, but you can go deeper by learning about your market customers. Gathering this kind of data helps you identify customer fears, drives, frustrations, and preferences, which can be used to bolster both products and the customer experience.</p> <h3 class="wp-block-heading"><strong>Heatmaps:</strong></h3> <p>A heatmap is a visual depiction of user behavior that documents where users click, tap, and scroll—essentially identifying how users interact with your website. What pages are performing well and what elements are being ignored? This makes it much easier to discover what is working well and what is distracting on your website.</p> <h2 class="wp-block-heading" id="customer-satisfaction-with-inmoment">Customer Satisfaction with InMoment</h2> <p>InMoment’s dynamic <a href="https://inmoment.com/customer-experience-platform/">customer experience platform </a>has everything you need to help you collect, measure, and act on your customer satisfaction data. Check it out today!</p> <section id="block_a60bf2622e1e7d44b4f5dd153d38ac56" class="py-4 bg-transparent " style=" "> <details class=""><summary class="cursor-pointer"><span class="h4 ">References <svg height="8" width="8" viewBox="0 0 8 8" class="summary-marker fill-none stroke-current" fill xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink"><path d="M6.4212 1.20855L3.59277 4.03698L0.764346 1.20855" stroke="inherit"></path></svg></summary><p><span style="font-weight: 400;">business.com. Returning Customers Spend 67 Percent More Than New Customers – Keep Your Customers Coming Back With a Recurring Revenue Sales Model. (</span><i><span style="font-weight: 400;">https://www.business.com/articles/returning-customers-spend-67-more-than-new-customers-keep-your-customers-coming-back-with-a-recurring-revenue-sales-model/</span></i><span style="font-weight: 400;">). Accessed 3/18/2024. </span></p> <p><span style="font-weight: 400;">Retail Customer Experience. Uniting transactional and relationship surveys to capture the entire experience. (</span><i><span style="font-weight: 400;">https://www.retailcustomerexperience.com/blogs/uniting-transactional-and-relationship-surveys-to-capture-the-entire-experience/</span></i><span style="font-weight: 400;">). Accessed. 3/18/2024. </span></p> <p><span style="font-weight: 400;">Zippia. 28 CRITICAL CUSTOMER RETENTION STATISTICS [2023]: AVERAGE CUSTOMER RETENTION RATE BY INDUSTRY. (</span><i><span style="font-weight: 400;">https://www.zippia.com/advice/customer-retention-statistics/</span></i><span style="font-weight: 400;">). Accessed 4/1/2024. </span></p> </details></section> <div class="author-section mt-100px"> <section class="author-block"> <div class=""> <div class="flex flex-col md:flex-row gap-9"> <figure class="rounded-full w-110px h-110px overflow-hidden shadow-md flex-shrink-0"> <img width="1000" height="1000" src="https://inmoment.com/wp-content/uploads/2023/11/generic-avatar-blog_1000x1000.png" class="attachment-post-thumbnail size-post-thumbnail wp-post-image" alt="generic user avatar image" decoding="async" srcset="https://inmoment.com/wp-content/uploads/2023/11/generic-avatar-blog_1000x1000.png 1000w, https://inmoment.com/wp-content/uploads/2023/11/generic-avatar-blog_1000x1000-300x300.png 300w, https://inmoment.com/wp-content/uploads/2023/11/generic-avatar-blog_1000x1000-150x150.png 150w, https://inmoment.com/wp-content/uploads/2023/11/generic-avatar-blog_1000x1000-768x768.png 768w" sizes="(max-width: 1000px) 100vw, 1000px" loading="lazy" /> </figure> <div class="authors-content text-orca"> <p class="text-[15px] font-semibold leading-[23px] mb-2 uppercase"> Mike Henry </p> <p class="text-hammerhead text-[13px] leading-[19px] font-medium mb-3 "> CX Writer</p> <div class="text-[13px] leading-[21px]">  <p>Mike is a passionate professional dedicated to uncovering and reporting on the latest trends and best practices in the Customer Experience (CX) and Reputation Management industries. With a keen eye for innovation and a commitment to excellence, Mike strives to deliver insightful content that empowers CX practitioners to enhance their businesses. His work is driven by a genuine interest in exploring the dynamic landscape of CX and reputation management and providing valuable insights to help businesses thrive in the ever-evolving market.</p>  </div> </div> </div>  </div>  </section> </div> <footer class="entry-footer "> <div class="social-share"> <ul class="social-icons menu menu-horizontal"> <li class="social-icon"> <a href="https://www.linkedin.com/shareArticle?title=A%20Guide%20to%20the%20Customer%20Satisfaction%20Survey&url=https%3A%2F%2Finmoment.com%2Fblog%2Fcustomer-satisfaction-survey%2F" onclick="window.open(this.href, 'targetWindow', 'toolbar=no, location=no, status=no, menubar=no, scrollbars=yes, resizable=yes, top=150, left=0, width=475, height=505' ); return false;"> <svg class="icon linkedin-square" aria-labelledby="title-linkedin-76170 desc-linkedin-76170" role="img"> <title id="title-linkedin-76170"> LinkedIn </title> <desc id="desc-linkedin-76170"> Share on LinkedIn </desc> <use 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scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#why-are-customer-satisfaction-surveys-important" data-target="why-are-customer-satisfaction-surveys-important">Why Are Customer Satisfaction Surveys Important?</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#how-to-create-a-customer-satisfaction-survey" data-target="how-to-create-a-customer-satisfaction-survey">How to Create a Customer Satisfaction Survey</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#how-to-start-a-customer-satisfaction-survey" data-target="how-to-start-a-customer-satisfaction-survey">How to Start a Customer Satisfaction Survey</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#how-to-measure-customer-satisfaction" data-target="how-to-measure-customer-satisfaction">How to Measure Customer Satisfaction</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#question-types-to-include-in-your-customer-satisfaction-survey" data-target="question-types-to-include-in-your-customer-satisfaction-survey">Question Types to Include in Your Customer Satisfaction Survey</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#20-customer-satisfaction-survey-question-examples" data-target="20-customer-satisfaction-survey-question-examples">20 Customer Satisfaction Survey Question Examples</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#customer-satisfaction-survey-design-best-practices" data-target="customer-satisfaction-survey-design-best-practices">Customer Satisfaction Survey Design Best Practices</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#how-to-distribute-your-customer-satisfaction-survey-for-optimal-data" data-target="how-to-distribute-your-customer-satisfaction-survey-for-optimal-data">How to Distribute Your Customer Satisfaction Survey for Optimal Data</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#how-to-turn-customer-feedback-into-action" data-target="how-to-turn-customer-feedback-into-action">How to Turn Customer Feedback Into Action</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#how-to-present-customer-satisfaction-survey-results" data-target="how-to-present-customer-satisfaction-survey-results">How to Present Customer Satisfaction Survey Results</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#other-ways-to-understand-customers" data-target="other-ways-to-understand-customers">Other Ways to Understand Customers</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#customer-satisfaction-with-inmoment" data-target="customer-satisfaction-with-inmoment">Customer Satisfaction with InMoment</a></div> </b> </div> <div class="row-start-5 col-start-1 col-span-12 mb-4 md:col-start-1 md:col-span-3 md:row-start-auto relative md:h-[40%]"> <div class="blog-post-block-area blog-post-left-1"> <section id="conditional-block_0fc61edea00ce4c3fc9af8fdc3ccea7b" class="block-conditional "> <div class="card-wrapper "> <a class="video-card-link group optional-hero-cta-video-link rounded-md border-marlin border border-solid block" href="#" target=""> <div class="promo-card-image relative rounded bg-hammerhead/10""> <img decoding="async" class="absolute inset-0 w-full h-full object-cover rounded" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/05/improve-image-07.png" /> </div> <div class="p-5"> <h3 class="heading text-base font-medium leading-[19px] text-orca group-hover:text-tsunami transition-colors" id="watch-the-video-get-more-out-of-your-cx-program"> Watch the Video – Get More Out of Your CX Program </h3> <p class="paragraph text-stingray text-[12px]"> Watch this demo video to see how InMoment’s award-winning AI tech does the heavy lifting on analysis so you can spend more time lifting CX results. </p> </div> </a> </div> <span class="hs-gated-content-reveal-overlay hero-cta "></span> <div class="hs-form-sticky-wrap hero-cta-popup-video hidden "> <a href="" class="cta-popup-video-x-link hero-cta "> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" xmlns="http://www.w3.org/2000/svg"> <g clip-path="url(#clip0_75_3)"> <path d="M1.53847 1.53846L18.4615 18.4615M1.53847 18.4615L18.4615 1.53846" stroke="white" stroke-width="3" stroke-linecap="round" stroke-linejoin="round" /> </g> <defs> <clipPath id="clip0_75_3"> <rect width="20" height="20" fill="white" /> </clipPath> </defs> </svg> </a> <div id="hubspot-form-67b2f02c1785d" class="block-hubspot-form hs-form-outer hs-form-zifc-hide " data-chili="" data-form-id="a1033607-ecb4-4b56-9f65-62488994b393" >  <div class=" modal fade modal-video video-content-2487808256hubspot-form-67b2f02c1785d" id="video-modal-2487808256 hubspot-form-67b2f02c1785d" tabindex="-1" role="dialog" aria-hidden="true"> <div class="modal-dialog" role="document"> <div class="modal-content"> <div class="modal-body"> <button type="button" class="close" data-dismiss="modal" data-target=".video-content-2487808256hubspot-form-67b2f02c1785d" aria-label="Close video"></button> <div class="embed-responsive embed-container"> <iframe loading="lazy" title="Customer Feedback video" src="https://player.vimeo.com/video/936343247?dnt=1&app_id=122963&autohide=1&controls=1&hd=1&pause=0&videoFoam=true&formId=hubspot-form-67b2f02c1785d" width="640" height="360" frameborder="0" allow="autoplay; fullscreen; picture-in-picture; clipboard-write; encrypted-media"></iframe> </div> </div> </div> </div> </div> <h3 class="hs-form-title hero-cta " id="get-more-out-of-your-cx-program">Get More Out of Your CX Program</h3> <div class="skeleton-loader" 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["mailinator.com","mailor.com","yahoi.co.uk","art.suez.edu.eg","eol.com","info.com","weizixu.com","naymedia.com","compny.com","linator.com","edu.com","mailinaor.com","sportrid.comm","tufufacenurimyv.com","eeeqwe2.com","armyspy.com","info.net","hinoon.com","ainator.com","busniess.com","GMAIL1.com","alright.com","example.com","poverts.com","mailt.com","apxby.com","gmail.com","yahoo.com","hotmail.com","live.com","aol.com","outlook.com","qq.com","comcast.com","icloud.com","ctpagent.com","wesolvecx.com","getthematic.com","merkle.com","getlocalmeasure.com","localmeasure.com","asknicely.com","nielseniq.com","momentive.com","reputation.com","zenloop.com","eloquant.com","forsta.com","hellocustomer.com","skeepers.io","yabble.com","resonate.com.au","smg.com","altointelligence.co.uk","altointelligence.com","auracorp.com","bareinternational.com","bestmark.com","blauw.com","clarabridge.com","concentrix.com","concur.com","confirmit.com","copytimize.com","critizr.com","crowdicity.com","customerradar.com","customersat.com","gallup.com","getfeedback.com","gfk.com","globis-consulting.de","glowfeed.com","insync.com.au","intervista.ch","iperceptions.com","jacada.com","ka-brandresearch.com","kantar.com","kantartns.com","kunden-insights.de","link.ch","livinglens.tv","Loyalty360.org","management-consult.de","medallia.com","morpace.com","nice.com","niceincontact.com","op2ma.com.au","opinionlab.com","oracle.com","pangealabs.com","pidas.com","potentiate.com","quadient.com","qualtrics.com","questback.com","rateitapp.com","rateitapp.com.au","responsetek.com","rightnow.com","salesforce.com","sap.com","satmetrix.com","slmedien.de","smg.com","sphanalytics.com","stellarbpo.com","stellarxm.com","strikedeck.com","surveygizmo.com","surveymonkey.com","tele-research.de","themsrgroup.com","tns-global.com","tns-infratest.com","tnsglobal.com","touchpointgroup.com","ttr-group.de","united-research.com","usabilla.com","verint.com","vovici.com","walkerinfo.com","zendesk.com","zingle.com"], 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data-url="https://player.vimeo.com/video/936343247?dnt=1&app_id=122963&autohide=1&controls=1&hd=1&pause=0&videoFoam=true&formId=hubspot-form-67b2f02c1785d">Play Video</button> </div> </div> </div> </section> </div> </div> <div class="row-start-8 col-start-1 col-span-12 mb-4 md:col-start-1 md:col-span-3 md:row-start-auto relative md:h-[40%]"> <div class="blog-post-block-area blog-post-left-2"> <section id="conditional-block_c12edc66764b241effb4d4df92aca15e" class="block-conditional "> <div class="card-wrapper "> <a class="video-card-link group optional-hero-cta-video-link rounded-md border-marlin border border-solid block" href="#" target=""> <div class="promo-card-image relative rounded bg-hammerhead/10""> <img decoding="async" class="absolute inset-0 w-full h-full object-cover rounded" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/06/CX-Trends-and-Challenges-788x1024.png" /> </div> <div class="p-5"> <h3 class="heading text-base font-medium leading-[19px] text-orca group-hover:text-tsunami transition-colors" id="unlock-expert-guidance-on-todays-cx-challenges-opportunities"> Unlock Expert Guidance on Today’s CX Challenges & Opportunities </h3> <p class="paragraph text-stingray text-[12px]"> From proving ROI and navigating budget constraints to adopting AI and creating seamless omnichannel experiences, these challenges are shaping the future of customer experience. In this report, discover actionable insights and recommendations from our CX experts to help you overcome these obstacles and drive growth. </p> </div> </a> </div> <span class="hs-gated-content-reveal-overlay hero-cta "></span> <div class="hs-form-sticky-wrap hero-cta-popup-video hidden "> <a href="" class="cta-popup-video-x-link hero-cta "> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" xmlns="http://www.w3.org/2000/svg"> <g clip-path="url(#clip0_75_3)"> <path d="M1.53847 1.53846L18.4615 18.4615M1.53847 18.4615L18.4615 1.53846" stroke="white" stroke-width="3" stroke-linecap="round" stroke-linejoin="round" /> </g> <defs> <clipPath id="clip0_75_3"> <rect width="20" height="20" fill="white" /> </clipPath> </defs> </svg> </a> <div id="hubspot-form-67b2f02ce33b3" class="block-hubspot-form hs-form-outer hs-form-zifc-hide popup-pdf " data-chili="" data-form-id="eeb21f07-484d-4ffd-8806-75f849ba732e" >  <div class=" modal fade modal-video video-content-0hubspot-form-67b2f02ce33b3" id="video-modal-0 hubspot-form-67b2f02ce33b3" tabindex="-1" role="dialog" aria-hidden="true"> <div class="modal-dialog" role="document"> <div class="modal-content"> <div class="modal-body"> <button type="button" class="close" data-dismiss="modal" data-target=".video-content-0hubspot-form-67b2f02ce33b3" aria-label="Close video"></button> <div class="embed-responsive embed-container"> </div> </div> </div> </div> </div> <div class="md:grid grid-cols-2 gap-x-8 items-center md:py-12"> <div class="form-image col-start-1 col-span-1 flex"> <img decoding="async" class="form-img rounded-lg mb-4 mx-auto self-center max-w-full" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/06/CX-Trends-and-Challenges-788x1024.png" alt="Cover of CX Trends and Challenges Report" width="810" height="1052"> </div> <div class="col-start-2 col-span-1"> <h3 class="hs-form-title hero-cta col-start-2 col-span-1" id="unlock-expert-guidance-on-todays-cx-challenges-opportunities">Unlock Expert Guidance on Today’s CX Challenges & Opportunities</h3> <div class="more-content"> <p><span>Whether you’re struggling with limited resources, data fragmentation, or evolving customer expectations, this guide offers the expert advice you need to elevate your CX strategy. Download now to discover how to transform these challenges into growth opportunities.</span></p> </div> <div class="skeleton-loader" id="loading-indicator-hubspot-form-67b2f02ce33b3"> <div class="skeleton-field formpulse delay-1"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-2"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-3"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> </div> <script> hsformEmbedJs.addEventListener('load', function(event_67b2f02ce33b3) { var gatedContentType = 'popupPdf'; var timeoutTime = 0; // Set up functions function onFormReadyFunction($form) { // Gated content known user check if(( localStorage.getItem('hasSubmittedForm') === 'true' && document.cookie.toLowerCase().indexOf('hubspotutk') > -1 ) && (gatedContentType === 'pdf' || gatedContentType === 'popupPdf')) { $form[0].closest('.block-hubspot-form').querySelector('.skeleton-loader').style.display = 'none'; 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class="contents md:block md:col-start-10 md:col-span-3 blog-post-grid"> <div class="col-start-1 col-span-12 mb-4 md:col-start-10 md:col-span-3 hidden md:block"> <div class=""> <div class="entry-meta"> <div class="meta-item no-bot"> <span class="icon calendar-day"> <svg width="16" height="17" viewBox="0 0 16 17" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M4.25 8.875C4.25 8.35938 4.64844 7.9375 5.1875 7.9375H7.0625C7.57812 7.9375 8 8.35938 8 8.875V10.75C8 11.2891 7.57812 11.6875 7.0625 11.6875H5.1875C4.64844 11.6875 4.25 11.2891 4.25 10.75V8.875ZM5 8.875V10.75C5 10.8672 5.07031 10.9375 5.1875 10.9375H7.0625C7.15625 10.9375 7.25 10.8672 7.25 10.75V8.875C7.25 8.78125 7.15625 8.6875 7.0625 8.6875H5.1875C5.07031 8.6875 5 8.78125 5 8.875ZM5.75 4.1875H10.25V3.0625C10.25 2.875 10.4141 2.6875 10.625 2.6875C10.8125 2.6875 11 2.875 11 3.0625V4.1875H11.75C12.5703 4.1875 13.25 4.86719 13.25 5.6875V13.1875C13.25 14.0312 12.5703 14.6875 11.75 14.6875H4.25C3.40625 14.6875 2.75 14.0312 2.75 13.1875V5.6875C2.75 4.86719 3.40625 4.1875 4.25 4.1875H5V3.0625C5 2.875 5.16406 2.6875 5.375 2.6875C5.5625 2.6875 5.75 2.875 5.75 3.0625V4.1875ZM3.5 13.1875C3.5 13.6094 3.82812 13.9375 4.25 13.9375H11.75C12.1484 13.9375 12.5 13.6094 12.5 13.1875V7.1875H3.5V13.1875ZM3.5 5.6875V6.4375H12.5V5.6875C12.5 5.28906 12.1484 4.9375 11.75 4.9375H4.25C3.82812 4.9375 3.5 5.28906 3.5 5.6875Z" fill="#001D30" /> </svg> </span> <div class="content"> <span class="label">Updated</span> <span class="value">October 3, 2024</span> </div> </div> <div class="meta-item"> <span class="icon calendar-day"></span> <div class="content"> <span class="label">Published</span> <span class="value">April 10, 2024</span> </div> </div> <div class="meta-item"> <span class="icon pencil"><svg width="16" height="17" viewBox="0 0 16 17" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M10.7422 3.08594C11.2578 2.59375 12.0781 2.59375 12.5938 3.08594L13.6016 4.09375C14.0938 4.60938 14.0938 5.42969 13.6016 5.94531L6.26562 13.2812C5.98438 13.5391 5.65625 13.75 5.30469 13.8438L2.46875 14.6875C2.32812 14.7109 2.1875 14.6875 2.09375 14.5938C2 14.5 1.95312 14.3594 2 14.2188L2.84375 11.3828C2.9375 11.0312 3.14844 10.7031 3.40625 10.4219L10.7422 3.08594ZM12.0547 3.625C11.8438 3.41406 11.4922 3.41406 11.2578 3.625L9.99219 4.91406L11.7734 6.69531L13.0625 5.42969C13.2734 5.19531 13.2734 4.84375 13.0625 4.63281L12.0547 3.625ZM4.55469 12.1328L6.05469 12.4375L11.2344 7.23438L9.45312 5.42969L4.25 10.6328L4.55469 12.1328ZM3.64062 11.3828C3.61719 11.4531 3.57031 11.5234 3.54688 11.5938L2.91406 13.7734L5.09375 13.1406C5.16406 13.1172 5.23438 13.0703 5.30469 13.0469L4.15625 12.8125C4.01562 12.7891 3.89844 12.6719 3.875 12.5312L3.64062 11.3828Z" fill="#001D30" /> </svg></span> <div class="content"> <span class="label">Written by</span> <span class="value">Mike Henry</span> </div> </div> <div class="meta-item"> <span class="icon book-open"><svg width="16" height="17" viewBox="0 0 16 17" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M13.9062 4.02344C14.3984 4.21094 14.75 4.67969 14.75 5.19531V12.2969C14.75 12.6484 14.5859 12.9531 14.2812 13.1641C14 13.3516 13.6484 13.4219 13.3203 13.3281C10.6016 12.4844 8.53906 13.6797 8.30469 13.8438C8.21094 13.8906 8.11719 13.9375 7.97656 13.9375C7.83594 13.9375 7.74219 13.8906 7.64844 13.8438C7.53125 13.7734 5.42188 12.4609 2.63281 13.3281C2.30469 13.4219 1.95312 13.3516 1.67188 13.1641C1.39062 12.9531 1.25 12.6484 1.25 12.2969V5.19531C1.25 4.67969 1.57812 4.21094 2.07031 4.02344C3.125 3.64844 4.15625 3.4375 5.09375 3.4375C6.47656 3.46094 7.48438 3.85938 8 4.09375C8.49219 3.85938 9.47656 3.46094 10.8828 3.46094C11.7969 3.46094 12.8281 3.64844 13.9062 4.02344ZM7.625 12.9766V4.75C7.20312 4.5625 6.3125 4.21094 5.09375 4.1875C4.22656 4.1875 3.28906 4.375 2.30469 4.72656C2.11719 4.79688 2 4.98438 2 5.19531V12.2969C2 12.3906 2.04688 12.4844 2.11719 12.5547C2.21094 12.625 2.30469 12.625 2.42188 12.6016C3.19531 12.3672 3.89844 12.2734 4.55469 12.2734C5.9375 12.2734 7.03906 12.6953 7.625 12.9766ZM14 12.2969V5.19531C14 4.98438 13.8594 4.79688 13.6719 4.72656C12.6641 4.375 11.7031 4.1875 10.8828 4.1875C9.66406 4.21094 8.77344 4.5625 8.375 4.75V12.9766C9.24219 12.5547 11.1875 11.875 13.5547 12.6016C13.6719 12.625 13.7656 12.625 13.8594 12.5547C13.9297 12.4844 14 12.3906 14 12.2969Z" fill="#001D30" /> </svg></span> <div class="content"> <span class="label">Reading time</span> <span class="value">20 minutes</span> </div> </div> </div> </div> </div> <div class="row-start-13 col-start-1 col-span-12 mb-4 md:col-start-1 md:col-span-3 md:row-start-auto relative md:h-[40%]"> <div class="blog-post-block-area blog-post-right-1"> <section id="conditional-block_58c3a438d2549fa9d93e33c1bb56efb7" class="block-conditional "> <div class="card-wrapper "> <a class="video-card-link group optional-hero-cta-video-link rounded-md border-marlin border border-solid block" href="#" target=""> <div class="promo-card-image relative rounded bg-hammerhead/10""> <img decoding="async" class="absolute inset-0 w-full h-full object-cover rounded" loading="lazy" src="https://inmoment.com/wp-content/uploads/2023/04/Nav_Promo_Image_-_2025trends.png" /> </div> <div class="p-5"> <h3 class="heading text-base font-medium leading-[19px] text-orca group-hover:text-tsunami transition-colors" id="2025-consumer-trends-report"> 2025 Consumer Trends Report </h3> <p class="paragraph text-stingray text-[12px]"> The One Report You Don't Want to MIss: The way customers interact with brands is evolving faster than ever. Our free 2025 Consumer Trends Report highlights the key shifts transforming customer experience (CX) and what your business needs to stay competitive. </p> </div> </a> </div> <span class="hs-gated-content-reveal-overlay hero-cta "></span> <div class="hs-form-sticky-wrap hero-cta-popup-video hidden "> <a href="" class="cta-popup-video-x-link hero-cta "> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" xmlns="http://www.w3.org/2000/svg"> <g clip-path="url(#clip0_75_3)"> <path d="M1.53847 1.53846L18.4615 18.4615M1.53847 18.4615L18.4615 1.53846" stroke="white" stroke-width="3" stroke-linecap="round" stroke-linejoin="round" /> </g> <defs> <clipPath id="clip0_75_3"> <rect width="20" height="20" fill="white" /> </clipPath> </defs> </svg> </a> <div id="hubspot-form-67b2f02cec369" class="block-hubspot-form hs-form-outer hs-form-zifc-hide popup-pdf " data-chili="" data-form-id="eeb21f07-484d-4ffd-8806-75f849ba732e" >  <div class=" modal fade modal-video video-content-0hubspot-form-67b2f02cec369" id="video-modal-0 hubspot-form-67b2f02cec369" tabindex="-1" role="dialog" aria-hidden="true"> <div class="modal-dialog" role="document"> <div class="modal-content"> <div class="modal-body"> <button type="button" class="close" data-dismiss="modal" data-target=".video-content-0hubspot-form-67b2f02cec369" aria-label="Close video"></button> <div class="embed-responsive embed-container"> </div> </div> </div> </div> </div> <div class="md:grid grid-cols-2 gap-x-8 items-center md:py-12"> <div class="form-image col-start-1 col-span-1 flex"> <img decoding="async" class="form-img rounded-lg mb-4 mx-auto self-center max-w-full" loading="lazy" src="https://inmoment.com/wp-content/uploads/2023/04/Nav_Promo_Image_-_2025trends.png" alt="2025 Consumer Trends Report" width="448" height="612"> </div> <div class="col-start-2 col-span-1"> <h3 class="hs-form-title hero-cta col-start-2 col-span-1" id="2025-consumer-trends-report">2025 Consumer Trends Report</h3> <div class="more-content"> <p><span>Get a first look at the trends that matter most and how they can impact your customer relationships, drive growth, and strengthen your overall strategy.</span></p> </div> <div class="skeleton-loader" id="loading-indicator-hubspot-form-67b2f02cec369"> <div class="skeleton-field formpulse delay-1"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-2"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-3"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> </div> <script> hsformEmbedJs.addEventListener('load', function(event_67b2f02cec369) { var gatedContentType = 'popupPdf'; 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5.29988H17.8996C18.2413 5.29988 18.5246 5.58321 18.5246 5.92488C18.5246 6.26655 18.2496 6.54988 17.8996 6.54988Z" fill="white" /> <path d="M7.09961 6.43322C6.75794 6.43322 6.47461 6.14988 6.47461 5.80822V1.75822C6.47461 1.41655 6.75794 1.13322 7.09961 1.13322C7.44128 1.13322 7.72461 1.41655 7.72461 1.75822V5.80822C7.72461 6.14988 7.44128 6.43322 7.09961 6.43322Z" fill="white" /> <path d="M12.9004 6.05822C12.5588 6.05822 12.2754 5.77488 12.2754 5.43322V1.75822C12.2754 1.41655 12.5588 1.13322 12.9004 1.13322C13.2421 1.13322 13.5254 1.41655 13.5254 1.75822V5.43322C13.5254 5.78322 13.2504 6.05822 12.9004 6.05822Z" fill="white" /> <path d="M9.24167 15.0998C8.94167 15.0998 8.65833 15.0248 8.4 14.8832C7.83333 14.5498 7.5 13.8832 7.5 13.0415V11.0415C7.5 10.1998 7.83333 9.52483 8.40833 9.1915C8.98333 8.85817 9.73333 8.90817 10.4583 9.33317L12.1917 10.3332C12.9167 10.7498 13.3417 11.3748 13.3417 12.0415C13.3417 12.7082 12.9167 13.3332 12.1833 13.7498L10.45 14.7498C10.05 14.9832 9.63333 15.0998 9.24167 15.0998ZM9.25 10.2248C9.16667 10.2248 9.09167 10.2415 9.03333 10.2748C8.85833 10.3748 8.75 10.6582 8.75 11.0415V13.0415C8.75 13.4165 8.85833 13.6998 9.03333 13.8082C9.20833 13.9082 9.50833 13.8582 9.83333 13.6665L11.5667 12.6665C11.8917 12.4748 12.0917 12.2415 12.0917 12.0415C12.0917 11.8415 11.9 11.6082 11.5667 11.4165L9.83333 10.4165C9.61667 10.2915 9.40833 10.2248 9.25 10.2248Z" fill="white" /> </svg> </span> </a> </div> <span class="hs-gated-content-reveal-overlay footer-cta"></span> <div class="hs-form-sticky-wrap footer-cta-popup-video hidden "> <a href="" class="cta-popup-video-x-link footer-cta"> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" xmlns="http://www.w3.org/2000/svg"> <g clip-path="url(#clip0_75_3)"> <path d="M1.53847 1.53846L18.4615 18.4615M1.53847 18.4615L18.4615 1.53846" stroke="white" stroke-width="3" stroke-linecap="round" stroke-linejoin="round" /> </g> <defs> <clipPath id="clip0_75_3"> <rect width="20" height="20" fill="white" /> </clipPath> </defs> </svg> </a> <div id="hubspot-form-67b2f02d08a7f" class="block-hubspot-form hs-form-outer hs-form-zifc-hide " data-chili="" data-form-id="4c66e1ed-b848-4c6d-8425-43ed60082d8e" >  <div class="footer-cta modal fade modal-video video-content-2804921824hubspot-form-67b2f02d08a7f" id="video-modal-2804921824 hubspot-form-67b2f02d08a7f" tabindex="-1" role="dialog" aria-hidden="true"> <div class="modal-dialog" role="document"> <div class="modal-content"> <div class="modal-body"> <button type="button" class="close" data-dismiss="modal" data-target=".video-content-2804921824hubspot-form-67b2f02d08a7f" aria-label="Close video"></button> <div class="embed-responsive embed-container"> <iframe loading="lazy" title="Integrated CX" src="https://player.vimeo.com/video/941694777?dnt=1&app_id=122963&autohide=1&controls=1&hd=1&pause=0&videoFoam=true&formId=hubspot-form-67b2f02d08a7f" width="640" height="360" frameborder="0" allow="autoplay; fullscreen; picture-in-picture; clipboard-write; encrypted-media"></iframe> </div> </div> </div> </div> </div> <h3 class="hs-form-title footer-cta " id="watch-a-video">Watch a Video</h3> <div class="skeleton-loader" id="loading-indicator-hubspot-form-67b2f02d08a7f"> <div class="skeleton-field formpulse delay-1"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-2"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-3"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> </div> <script> hsformEmbedJs.addEventListener('load', function(event_67b2f02d08a7f) { var gatedContentType = 'footerCTAPopupVideo'; var timeoutTime = 0; // Set up functions function onFormReadyFunction($form) { // Gated content known user check if (gatedContentType === 'contentReveal') { if (localStorage.getItem('hasSubmittedForm') !== 'true') { timeoutTime = parseInt(timeoutTime * 1000); setTimeout(() => { document.body.classList.add('gated-lock-screen'); document.documentElement.classList.add('gated-lock-screen'); }, timeoutTime); } } // Init ZI FC $form.attr('data-zifc', 'true'); if (!$form[0].closest('.block-hubspot-form').classList.contains('hs-form-zifc-hide')) document.getElementById('loading-indicator-hubspot-form-67b2f02d08a7f').style.display = 'none'; setTimeout(() => { document.getElementById('loading-indicator-hubspot-form-67b2f02d08a7f').style.display = 'none'; }, 5000); // Init onEmailChange fn if ZIFC enabled onEmailChange($form); // inject custom field values into Hubspot hidden input names var formIDLastAssetData = formIDLastAssetData || []; formIDLastAssetData.push({ id: 'hubspot-form-67b2f02d08a7f', last_asset: 'Integrated CX - Demo Video footer-form' }); var input = $form[0].querySelector('input[name="last_asset"]'); //lastAssetInputs.forEach(input => { if(input.closest('.block-hubspot-form')) { var formId = input.closest('.block-hubspot-form').id; var formData = formIDLastAssetData.find(item => item.id === formId); if (formData) { input.value = formData.last_asset; input.dispatchEvent(new Event('input', { bubbles: true })); console.log(formData.last_asset); } } //}); // if (document.querySelector('input[name="last_asset"]')) { // document.querySelector('input[name="last_asset"]').value = '<//?php echo $last_asset; ?>'; // document.querySelector('input[name="last_asset"]').dispatchEvent(new Event('input', { // bubbles: true // })); // } } // After button clicked, but before data is sent function onBeforeFormSubmitFunction($form) { const submitButton = $form.find('input[type="submit"]').get(0); if (submitButton) { submitButton.classList.add('submit-loading'); submitButton.value = "Loading..."; submitButton.disabled = true; } } // Next few functions fire only if ZI enabled function onEmailChange($form) { const emailInput = document.querySelector('input[name="email"]'); if (emailInput && !emailInput.hasListenersAttached) { ['input', 'change'].forEach(eventType => { emailInput.addEventListener(eventType, handleInputChange.bind(null, $form, emailInput)); }); emailInput.hasListenersAttached = true; } } function handleInputChange($form, emailInput) { //console.log('Email input event triggered:', emailInput.value); if ($form.attr('data-zifc') === 'true' && typeof window._zi_fc !== 'undefined') { handleZoomInfoMatch($form, emailInput); } } function handleZoomInfoMatch($form, emailInput) { validateEmailWithDelay(emailInput); } function validateEmailWithDelay(emailInput) { var form = emailInput.closest('form'); var submitButton = form.querySelector('input[type="submit"]'); function disableSubmit() { //console.log('Disable Submit'); submitButton.classList.add('disabled'); submitButton.disabled = true; } function enableSubmit() { //console.log('Enable Submit'); submitButton.classList.remove('disabled'); submitButton.disabled = false; } setTimeout(() => { const neverBounceStatus = emailInput.getAttribute('data-zi-neverbounce-status'); //console.log(neverBounceStatus); if (neverBounceStatus === 'valid') { //console.log('The email input has data-zi-neverbounce set to valid.'); // Handle valid email status if needed } else if (neverBounceStatus === 'invalid') { disableSubmit(); } else if (neverBounceStatus === 'disposable') { disableSubmit(); } else { enableSubmit(); } }, 500); } window.addEventListener('message', function(event) { if (event.data.type === 'hsFormCallback' && event.data.eventName === 'onFormReady') { onEmailChange( /* Pass your form here if needed */ ); } }); function onFormSubmitFunction($form) { //console.log('onFormSubmit function'); // if ($form.attr('id') === 'hsForm_4c66e1ed-b848-4c6d-8425-43ed60082d8e') { // //console.log("4c66e1ed-b848-4c6d-8425-43ed60082d8e form submit function"); // } } function onFormSuccessFunction($form, data) { if (gatedContentType === 'contentReveal') { if (localStorage.getItem('hasSubmittedForm') !== 'true') { revealGatedContent(); } } else if (gatedContentType === 'popupVideo' || gatedContentType === 'heroCTAPopupVideo') { revealPopupVideo($form); } else if (gatedContentType === 'popupPdf') { revealPopupPdf($form); } else if (gatedContentType === 'footerCTAPopupVideo') { revealFooterPopupVideo() } else if (gatedContentType === 'innerGate') { revealInnerGate($form); } // GTM add event trigger here window.dataLayer = window.dataLayer || [] window.dataLayer.push({ 'event': 'form_submit', 'lastAsset': 'Integrated CX - Demo Video footer-form', 'formSubmittedPage': window.location.href, 'salesforceCampaignID': 'Footer CTA', 'formType': 'gated', 'gatedContentType': gatedContentType }); localStorage.setItem('hasSubmittedForm', 'true'); } function revealInnerGate($form) { if($form[0].closest('.block-im-quiz')) { $form[0].closest('.hs-form-sticky-wrap').classList.add('hidden'); $form[0].closest('.block-im-quiz').querySelector('.im-quiz-finish-screen').classList.remove('hidden'); $form[0].closest('.block-im-quiz').querySelector('.quiz-inner').classList.remove('hidden'); $form[0].closest('.block-im-quiz').querySelector('.restart').style.display = 'inline-block'; } } function revealGatedContent() { //console.log('content has been revealed'); document.body.classList.remove('gated-lock-screen'); document.documentElement.classList.remove('gated-lock-screen'); } function revealPopupPdf($form) { $form[0].closest('.block-hubspot-form').querySelector('.submitted-message-custom').classList.remove('hidden'); $form[0].closest('.block-hubspot-form').querySelector('.submitted-message').classList.add('hidden'); $form[0].closest('.block-hubspot-form').querySelector('.hs-form-title').classList.add('hidden'); $form[0].closest('.block-hubspot-form').querySelector('.more-content').classList.add('hidden'); setTimeout(() => { $form[0].closest('.block-hubspot-form').querySelector('.submitted-message-custom .header-cta-button').click(); }, 3000); } function revealPopupVideo($form) { $form[0].closest('.block-hubspot-form').querySelector('.play-btn.modal-trigger.form-to-video').click(); $form[0].closest('.block-hubspot-form').querySelector('.form-to-video-wrapper').classList.remove('hidden'); $form[0].closest('.block-hubspot-form').querySelector('.submitted-message').classList.add('hidden'); $form[0].closest('.block-hubspot-form').querySelector('.hs-form-title').classList.add('hidden'); $form[0].closest('.block-hubspot-form').classList.add('to-video'); } function revealFooterPopupVideo() { document.querySelector('.play-btn.modal-trigger.form-to-video.footer-cta').click(); document.querySelector('.form-to-video-wrapper.footer-cta').classList.remove('hidden'); document.querySelector('.hs-form-title.footer-cta').classList.add('hidden'); document.querySelector('.hs-form-sticky-wrap.footer-cta-popup-video .block-hubspot-form').classList.add('to-video'); var submittedMessages = document.querySelectorAll('.submitted-message'); submittedMessages.forEach(function(submittedMessage) { submittedMessage.classList.add('hidden'); }); } function gotoScorecard(data) { var baseURL = ''; var thankYouURLParams = []; thankYouURLParams['first_name'] = data.submissionValues.firstname ? data.submissionValues.firstname : ''; thankYouURLParams['last_name'] = data.submissionValues.lastname ? data.submissionValues.lastname : ''; thankYouURLParams['email'] = data.submissionValues.email ? data.submissionValues.email : ''; thankYouURLParams['phone_number'] = data.submissionValues.phone ? data.submissionValues.phone : '5555555555'; thankYouURLParams = Object.entries(thankYouURLParams); var queryString = thankYouURLParams.map(([key, value]) => `${encodeURIComponent(key)}=${encodeURIComponent(value)}`).join('&'); var finalThankyouURL = `${baseURL}?${queryString}&suppress_fields`; window.open(finalThankyouURL, '_blank'); } // Returns the redirect URL needed for the Hubspot form function generateThankYouURL(customURL, formType, gatedContentType, gatedAsset, $form) { // Check if custom Thank You URL is needed if (!customURL) { var baseURL = 'https://inmoment.com/thank-you/?'; var thankYouURLParams = []; if (formType === 'gated') { if (gatedContentType === 'pdf') { thankYouURLParams['type'] = 'asset'; // Gated content needs to be attachment URL thankYouURLParams['asset'] = gatedAsset; } else if (gatedContentType === 'video') { thankYouURLParams['type'] = 'video'; // Gated content needs to be attachment URL thankYouURLParams['asset'] = gatedAsset; } else if (gatedContentType === 'popupVideo') { return false; } else if (gatedContentType === 'contentReveal') { return false; } else if (gatedContentType === 'heroCTAPopupVideo') { return false; } else if (gatedContentType === 'footerCTAPopupVideo') { return false; } else if (gatedContentType === 'popupPdf') { return false; } else if (gatedContentType === 'innerGate') { return false; } //console.log('gatedAsset -> ', gatedAsset); } if (formType === 'demo') { thankYouURLParams['type'] = 'contact'; } if (formType === 'contact') { thankYouURLParams['type'] = 'contact'; } if (formType === 'event') { thankYouURLParams['type'] = 'event'; } //console.log('thankYouURLParams -> ', thankYouURLParams); // Construct the query string by joining the key-value pairs thankYouURLParams = Object.entries(thankYouURLParams); var queryString = thankYouURLParams.map(([key, value]) => `${encodeURIComponent(key)}=${encodeURIComponent(value)}`).join('&'); //console.log('queryString -> ', queryString); // Combine the base URL with the query string var finalThankyouURL = `${baseURL}${queryString}`; //console.log('finalThankyouURL -> ', finalThankyouURL); return finalThankyouURL; } else { //console.log('customURL -> ', customURL); return customURL; } } // lazy load popup forms document.querySelector('#hubspot-form-67b2f02d08a7f').closest('.hs-form-sticky-wrap').previousElementSibling.previousElementSibling.querySelector('[class*="video-link"]').addEventListener('click', function() { // check if form has already been submitted if(document.querySelector('#hubspot-form-67b2f02d08a7f .form_target form') || (document.querySelector('#hubspot-form-67b2f02d08a7f .form-to-video-wrapper') && !document.querySelector('#hubspot-form-67b2f02d08a7f .form-to-video-wrapper.hidden')) || (document.querySelector('#hubspot-form-67b2f02d08a7f .submitted-message-custom') && !document.querySelector('#hubspot-form-67b2f02d08a7f .submitted-message-custom.hidden')) ) return; // Main hubspot code hbspt.forms.create({ region: "na1", portalId: "1787915", locale: "en", target: "#hubspot-form-67b2f02d08a7f .form_target", css: '', redirectUrl: generateThankYouURL('', 'gated', 'footerCTAPopupVideo', ''), formId: "4c66e1ed-b848-4c6d-8425-43ed60082d8e", manuallyBlockedEmailDomain: ["mailinator.com","mailor.com","yahoi.co.uk","art.suez.edu.eg","eol.com","info.com","weizixu.com","naymedia.com","compny.com","linator.com","edu.com","mailinaor.com","sportrid.comm","tufufacenurimyv.com","eeeqwe2.com","armyspy.com","info.net","hinoon.com","ainator.com","busniess.com","GMAIL1.com","alright.com","example.com","poverts.com","mailt.com","apxby.com","gmail.com","yahoo.com","hotmail.com","live.com","aol.com","outlook.com","qq.com","comcast.com","icloud.com","ctpagent.com","wesolvecx.com","getthematic.com","merkle.com","getlocalmeasure.com","localmeasure.com","asknicely.com","nielseniq.com","momentive.com","reputation.com","zenloop.com","eloquant.com","forsta.com","hellocustomer.com","skeepers.io","yabble.com","resonate.com.au","smg.com","altointelligence.co.uk","altointelligence.com","auracorp.com","bareinternational.com","bestmark.com","blauw.com","clarabridge.com","concentrix.com","concur.com","confirmit.com","copytimize.com","critizr.com","crowdicity.com","customerradar.com","customersat.com","gallup.com","getfeedback.com","gfk.com","globis-consulting.de","glowfeed.com","insync.com.au","intervista.ch","iperceptions.com","jacada.com","ka-brandresearch.com","kantar.com","kantartns.com","kunden-insights.de","link.ch","livinglens.tv","Loyalty360.org","management-consult.de","medallia.com","morpace.com","nice.com","niceincontact.com","op2ma.com.au","opinionlab.com","oracle.com","pangealabs.com","pidas.com","potentiate.com","quadient.com","qualtrics.com","questback.com","rateitapp.com","rateitapp.com.au","responsetek.com","rightnow.com","salesforce.com","sap.com","satmetrix.com","slmedien.de","smg.com","sphanalytics.com","stellarbpo.com","stellarxm.com","strikedeck.com","surveygizmo.com","surveymonkey.com","tele-research.de","themsrgroup.com","tns-global.com","tns-infratest.com","tnsglobal.com","touchpointgroup.com","ttr-group.de","united-research.com","usabilla.com","verint.com","vovici.com","walkerinfo.com","zendesk.com","zingle.com"], // Arbitrary in case there are two of same form on page formInstanceId: "hubspot-form-67b2f02d08a7f", onFormReady: function($form) { onFormReadyFunction($form); }, onBeforeFormSubmit: function($form) { onBeforeFormSubmitFunction($form); }, onFormSubmit: function($form) { onFormSubmitFunction($form); }, onFormSubmitted: function($form, data) { onFormSuccessFunction($form, data); }, submitText: "Watch the Video", }); }); }) // on hs script loaded </script> <script> (function() { // Start of IIFE //console.log("Zi Enabled for form hubspot-form-67b2f02d08a7f, waiting to add FC onReady"); if (!window._zi_fc) { window._zi_fc = {}; } if (!window._zi_fc.onReadyList) { window._zi_fc.onReadyList = []; } const formId = "hubspot-form-67b2f02d08a7f"; // Check if a function for this formId already exists const isFuncAlreadyAdded = window._zi_fc.onReadyList.some(func => func.tag === formId); let onReadyCalled = false; const func = (data) => { onReadyCalled = true; // Set the flag to true if(document.getElementById('loading-indicator-' + formId).nextElementSibling.getAttribute('data-hubspot-rendered') === 'true') { document.getElementById('loading-indicator-' + formId).style.display = 'none'; } const formDivElement = document.getElementById(formId); if (formDivElement) { // console.log("formDivEL found! it's"); formDivElement.classList.remove('hs-form-zifc-hide'); } }; if (!isFuncAlreadyAdded) { //console.log("isFuncAlreadyAdded"); func.tag = formId; // Add a tag to the function for uniqueness check window._zi_fc.onReadyList.push(func); } // Timer to handle the case when onReady is not called within 4000ms setTimeout(() => { if (!onReadyCalled) { func(); } }, 3000); window._zi_fc.onReady = (data) => { console.log("onReady triggered"); onReadyCalled = true; // Set the flag to true window._zi_fc.onReadyList.forEach((func) => { func(data); }); }; })(); // End of IIFE </script> <script> (function() { document.addEventListener('DOMContentLoaded', function() { var footerCTA = document.querySelector('.footer-cta-popup-video-link'); var footerCTAPopupVideoFormWrap = document.querySelector('.footer-cta-popup-video'); var footerCTAPopupVideoXLink = document.querySelector('.cta-popup-video-x-link.footer-cta'); var footerCTAPopupVideoOverlay = document.querySelector('.hs-gated-content-reveal-overlay.footer-cta'); // Check if the footer-cta-popup-video-link element exists if (footerCTA) { footerCTA.addEventListener('click', function() { // Prevent the default behavior of the link event.preventDefault(); footerCTAPopupVideoOverlay = footerCTA.closest('.blog-post-block-area') ? footerCTA.closest('.blog-post-block-area').querySelector('.hs-gated-content-reveal-overlay') : footerCTAPopupVideoOverlay; footerCTAPopupVideoFormWrap.classList.remove('hidden'); footerCTAPopupVideoOverlay.classList.add('reveal'); if(document.querySelectorAll('.blog-post-block-area .hs-gated-content-reveal-overlay.hidden').length > 0) { var videoLinks = 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