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Customer Experience Management Program Diagnostic
Thank you for taking the time to complete the Customer Experience Management Program Diagnostic. At the end of the survey, you will receive the results of your self-assessment. This brief survey and assessment process can help your company:
  1. identify your customer experience management (CEM) program's strengths and weaknesses
  2. understand how to improve your CEM program
  3. facilitate your customer experience improvement efforts
  4. increase customer loyalty
  5. accelerate business growth
For purposes of this survey, we use the term “customer experience management program” to be inclusive of different types of the customer programs where formal customer data are collected on customers’ perceptions and attitudes about their customer experience. These programs could also be referred to as customer satisfaction programs and customer loyalty programs. So, while we use the term “customer experience management program” in the survey, please consider your formal customer collection process when completing the survey.

We will be adding your survey responses to our database. We use this database for research purposes only. Your responses will remain strictly confidential. When reporting survey results, individual company names will not be disclosed without your permission. In return for completing the survey, you can receive the free executive report that will highlight the key findings of this survey. To receive the free report, all you need to do is provide your email address at the end of the survey.

Click the [NEXT] button at the bottom of this page to start your survey. The survey takes about 10 minutes to complete.

If you have any questions about this survey, please feel free to contact me at


Bob E. Hayes, PhD
Business Over Broadway

A note on privacy
This survey is anonymous.
The record kept of your survey responses does not contain any identifying information about you unless a specific question in the survey has asked for this. If you have responded to a survey that used an identifying token to allow you to access the survey, you can rest assured that the identifying token is not kept with your responses. It is managed in a separate database, and will only be updated to indicate that you have (or haven't) completed this survey. There is no way of matching identification tokens with survey responses in this survey.

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