WebTV Show “Surveys – Less Customer Irritation = More Value” on SIKORSKI’S THINK ABOUTS with Guest John Goodman


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Laura interviewed John Goodman, Vice Chairman of Customer Care Measurement and Consulting, about the impact and influence surveys have on corporate strategy, customer satisfaction and employee engagement.

John discussed the differences between customer and market research as well as transaction and relationship surveys.

He did share an interesting perspective on why hospital surveys are so long and what is the best length for any type of survey.

We both agreed that survey results, positive and negative, must be shared with employees. Many times they can help create solutions for negative customer complaints.

John’s “think abouts” are spot-on and truly worth incorporating into your future survey plans.

Thank you for clicking-in and sharing on your Social Media Networks. L

Laura Sikorski
Call/Contact Center Consultant. Recognized expert: operations (HR, process, training, staffing, metrics), office environment (site selection, space planning, furniture design), technology (RFPs, vendor selection, systems design), customer service/experience (satisfaction, loyalty, retention). WebTV host, Newspaper and Blogger: SIKORSKI'S THINK ABOUTS.


  1. Of course, no irritation adds value. It adds more value or irritation destroys value more at the point of occurence…a rude waiter, delayed food, delayed flight. But the value reduction is less when you think of the experience 3 weeks late!


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