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The Role of the Relationship Survey in the CX Program

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Most comprehensive customer experience programs are made up of several different types of studies, the two most common of which are Transactional and Relationship studies. Here we will describe the differences between these two types of studies.

Transactional or trigger-based studies are the base of most customer experience programs. This type of study is conducted among current or recent customers and is used to ascertain the customer experience for a specific transaction or interaction. This type of research looks at near or short-term evaluations of the customer experience and often focuses on operational metrics.

In contrast, the relational or relationship customer experience study is typically conducted among a random sample of the company’s customer base. Relational customer experience is used to understand the cumulative impressions customers’ form about their entire customer experience with the company. Importantly, this type of customer experience research is often the chassis for ascertaining specific aspects of the experience that are important to predicting loyalty and other customer behaviors.

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