When was the last time you took a long, hard look at what you've been doing in terms of listening to customers in order to figure out if it's time for a redesign or a major overhaul? Have there been personnel changes on your team? Have you acquired other companies? Are the people who originally designed the surveys still with the company? If they aren't, is there anyone else who recalls the original objectives? If they are, do they recall the objectives, the overall roadmap, the reason for the approach, etc.?
http://www.customerexperienceupdate.com/voice-of-customer/?open-article-id=6590087&article-title=how-do-you-know-when-it-s-time-to-redesign-your-voc-program-&blog-domain=cx-journey.com&blog-title=cx-journey/
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