CXPA Global Research Steering Committee

Hello all - 

As Dean shared in today's meeting, this quantitative survey draft reflects his firm's understanding of CXPA\CX incorporated into their global strategy development framework.  The survey covers a lot of ground, so as he shared in the meeting there will be branching and sampling techniques to reduce the burden on any one respondent.  We'll also work on messaging to make sure that respondents understand the significance and importance of their response to CXPA's future.

In reviewing the survey, Dean suggested that you read the survey in its entirety as if you were a respondent before beginning a more in-depth review.  This will help you to understand the instrument as a whole.

Next, conduct a more in-depth review with a few mantras in mind: 

1) Are there any Big Additions that are needed -- something that may have been overlooked. (For example, we discussed regional maturity)

2) Are there an Big Deletions that can be made - something that may be listed that we will not act upon (For example, age as we do not typically collect or use that demographic)

3) Are there any areas of Big Confusion -- something that is worded in a way that a typical CXPA member won't be understand to give an answer (No example here from me!)

We also discussed the idea of small adjustment, such as using AI/Tech in place of Tech to try and limit similar concepts from being bifurcated between multiple choice and "other" writes in.  Dean also asked that the representatives for regions outside the US give close attention to anything that may be too US centric in its presentation .. perhaps the wording in educational background as an example.

Please feel free to respond to this thread with comments if you would like those comments shared with the group or engage in discussion.  Alternatively, you may forward specific thoughts to me at greg@cxpaglobal.org and I will get them into the flow for consideration.

I apologize for the tight turn around request, but if you can share feedback before the end of the day on this coming Monday, January 29 it will help us keep on track. 

With appreciation.

Greg

Pg 7-does not feel like we need to ask age.

Pg 7-"For how many years have you been working in customer experience?" Because it's a nascent profession, it feels like our final option could be 10+ and drop 15-29 and 20 years or more as options

Pg 9-We don't have anything about type of role. If we can't bring over something from MemberSuite, would suggest something like 

Brand Sr. CX Leader

CX Software/Service Provider

Consultant

Other, Please Specify

Pg 11-13-For these environmental scan questions, as it's currently designed I am a little concerned that the labels for each section-customers, services, and technology-may become lost. Is it worth incorporating these three elements into the questions themselves? (e.g. Which of the following will significantly impact the customer experience profession as it relates to customers over the next 5 years?)

Pg 18-likelihood to recommend question should be 0-10 scale

Hello all - 

As Dean shared in today's meeting, this quantitative survey draft reflects his firm's understanding of CXPA\CX incorporated into their global strategy development framework.  The survey covers a lot of ground, so as he shared in the meeting there will be branching and sampling techniques to reduce the burden on any one respondent.  We'll also work on messaging to make sure that respondents understand the significance and importance of their response to CXPA's future.

In reviewing the survey, Dean suggested that you read the survey in its entirety as if you were a respondent before beginning a more in-depth review.  This will help you to understand the instrument as a whole.

Next, conduct a more in-depth review with a few mantras in mind: 

1) Are there any Big Additions that are needed -- something that may have been overlooked. (For example, we discussed regional maturity)

2) Are there an Big Deletions that can be made - something that may be listed that we will not act upon (For example, age as we do not typically collect or use that demographic)

3) Are there any areas of Big Confusion -- something that is worded in a way that a typical CXPA member won't be understand to give an answer (No example here from me!)

We also discussed the idea of small adjustment, such as using AI/Tech in place of Tech to try and limit similar concepts from being bifurcated between multiple choice and "other" writes in.  Dean also asked that the representatives for regions outside the US give close attention to anything that may be too US centric in its presentation .. perhaps the wording in educational background as an example.

Please feel free to respond to this thread with comments if you would like those comments shared with the group or engage in discussion.  Alternatively, you may forward specific thoughts to me at greg@cxpaglobal.org and I will get them into the flow for consideration.

I apologize for the tight turn around request, but if you can share feedback before the end of the day on this coming Monday, January 29 it will help us keep on track. 

With appreciation.

Greg

Hello all - 

As Dean shared in today's meeting, this quantitative survey draft reflects his firm's understanding of CXPA\CX incorporated into their global strategy development framework.  The survey covers a lot of ground, so as he shared in the meeting there will be branching and sampling techniques to reduce the burden on any one respondent.  We'll also work on messaging to make sure that respondents understand the significance and importance of their response to CXPA's future.

In reviewing the survey, Dean suggested that you read the survey in its entirety as if you were a respondent before beginning a more in-depth review.  This will help you to understand the instrument as a whole.

Next, conduct a more in-depth review with a few mantras in mind: 

1) Are there any Big Additions that are needed -- something that may have been overlooked. (For example, we discussed regional maturity)

2) Are there an Big Deletions that can be made - something that may be listed that we will not act upon (For example, age as we do not typically collect or use that demographic)

3) Are there any areas of Big Confusion -- something that is worded in a way that a typical CXPA member won't be understand to give an answer (No example here from me!)

We also discussed the idea of small adjustment, such as using AI/Tech in place of Tech to try and limit similar concepts from being bifurcated between multiple choice and "other" writes in.  Dean also asked that the representatives for regions outside the US give close attention to anything that may be too US centric in its presentation .. perhaps the wording in educational background as an example.

Please feel free to respond to this thread with comments if you would like those comments shared with the group or engage in discussion.  Alternatively, you may forward specific thoughts to me at greg@cxpaglobal.org and I will get them into the flow for consideration.

I apologize for the tight turn around request, but if you can share feedback before the end of the day on this coming Monday, January 29 it will help us keep on track. 

With appreciation.

Greg

Hi all

here are my comments for your kind consideration. 

Thanks

Olga

Hello all - 

As Dean shared in today's meeting, this quantitative survey draft reflects his firm's understanding of CXPA\CX incorporated into their global strategy development framework.  The survey covers a lot of ground, so as he shared in the meeting there will be branching and sampling techniques to reduce the burden on any one respondent.  We'll also work on messaging to make sure that respondents understand the significance and importance of their response to CXPA's future.

In reviewing the survey, Dean suggested that you read the survey in its entirety as if you were a respondent before beginning a more in-depth review.  This will help you to understand the instrument as a whole.

Next, conduct a more in-depth review with a few mantras in mind: 

1) Are there any Big Additions that are needed -- something that may have been overlooked. (For example, we discussed regional maturity)

2) Are there an Big Deletions that can be made - something that may be listed that we will not act upon (For example, age as we do not typically collect or use that demographic)

3) Are there any areas of Big Confusion -- something that is worded in a way that a typical CXPA member won't be understand to give an answer (No example here from me!)

We also discussed the idea of small adjustment, such as using AI/Tech in place of Tech to try and limit similar concepts from being bifurcated between multiple choice and "other" writes in.  Dean also asked that the representatives for regions outside the US give close attention to anything that may be too US centric in its presentation .. perhaps the wording in educational background as an example.

Please feel free to respond to this thread with comments if you would like those comments shared with the group or engage in discussion.  Alternatively, you may forward specific thoughts to me at greg@cxpaglobal.org and I will get them into the flow for consideration.

I apologize for the tight turn around request, but if you can share feedback before the end of the day on this coming Monday, January 29 it will help us keep on track. 

With appreciation.

Greg

Hello all - 

As Dean shared in today's meeting, this quantitative survey draft reflects his firm's understanding of CXPA\CX incorporated into their global strategy development framework.  The survey covers a lot of ground, so as he shared in the meeting there will be branching and sampling techniques to reduce the burden on any one respondent.  We'll also work on messaging to make sure that respondents understand the significance and importance of their response to CXPA's future.

In reviewing the survey, Dean suggested that you read the survey in its entirety as if you were a respondent before beginning a more in-depth review.  This will help you to understand the instrument as a whole.

Next, conduct a more in-depth review with a few mantras in mind: 

1) Are there any Big Additions that are needed -- something that may have been overlooked. (For example, we discussed regional maturity)

2) Are there an Big Deletions that can be made - something that may be listed that we will not act upon (For example, age as we do not typically collect or use that demographic)

3) Are there any areas of Big Confusion -- something that is worded in a way that a typical CXPA member won't be understand to give an answer (No example here from me!)

We also discussed the idea of small adjustment, such as using AI/Tech in place of Tech to try and limit similar concepts from being bifurcated between multiple choice and "other" writes in.  Dean also asked that the representatives for regions outside the US give close attention to anything that may be too US centric in its presentation .. perhaps the wording in educational background as an example.

Please feel free to respond to this thread with comments if you would like those comments shared with the group or engage in discussion.  Alternatively, you may forward specific thoughts to me at greg@cxpaglobal.org and I will get them into the flow for consideration.

I apologize for the tight turn around request, but if you can share feedback before the end of the day on this coming Monday, January 29 it will help us keep on track. 

With appreciation.

Greg

------------------------------
Greg Melia CAE
he/him/his
Chief Executive Officer
Customer Experience Professionals Association

PLEASE NOTE MY NEW EMAIL ADDRESS:
Greg@CXPAglobal.org
------------------------------

Hello all - 

As Dean shared in today's meeting, this quantitative survey draft reflects his firm's understanding of CXPA\CX incorporated into their global strategy development framework.  The survey covers a lot of ground, so as he shared in the meeting there will be branching and sampling techniques to reduce the burden on any one respondent.  We'll also work on messaging to make sure that respondents understand the significance and importance of their response to CXPA's future.

In reviewing the survey, Dean suggested that you read the survey in its entirety as if you were a respondent before beginning a more in-depth review.  This will help you to understand the instrument as a whole.

Next, conduct a more in-depth review with a few mantras in mind: 

1) Are there any Big Additions that are needed -- something that may have been overlooked. (For example, we discussed regional maturity)

2) Are there an Big Deletions that can be made - something that may be listed that we will not act upon (For example, age as we do not typically collect or use that demographic)

3) Are there any areas of Big Confusion -- something that is worded in a way that a typical CXPA member won't be understand to give an answer (No example here from me!)

We also discussed the idea of small adjustment, such as using AI/Tech in place of Tech to try and limit similar concepts from being bifurcated between multiple choice and "other" writes in.  Dean also asked that the representatives for regions outside the US give close attention to anything that may be too US centric in its presentation .. perhaps the wording in educational background as an example.

Please feel free to respond to this thread with comments if you would like those comments shared with the group or engage in discussion.  Alternatively, you may forward specific thoughts to me at greg@cxpaglobal.org and I will get them into the flow for consideration.

I apologize for the tight turn around request, but if you can share feedback before the end of the day on this coming Monday, January 29 it will help us keep on track. 

With appreciation.

Greg

My comments and feedback included in the attached. Thanks!

Karyn

Hello all - 

As Dean shared in today's meeting, this quantitative survey draft reflects his firm's understanding of CXPA\CX incorporated into their global strategy development framework.  The survey covers a lot of ground, so as he shared in the meeting there will be branching and sampling techniques to reduce the burden on any one respondent.  We'll also work on messaging to make sure that respondents understand the significance and importance of their response to CXPA's future.

In reviewing the survey, Dean suggested that you read the survey in its entirety as if you were a respondent before beginning a more in-depth review.  This will help you to understand the instrument as a whole.

Next, conduct a more in-depth review with a few mantras in mind: 

1) Are there any Big Additions that are needed -- something that may have been overlooked. (For example, we discussed regional maturity)

2) Are there an Big Deletions that can be made - something that may be listed that we will not act upon (For example, age as we do not typically collect or use that demographic)

3) Are there any areas of Big Confusion -- something that is worded in a way that a typical CXPA member won't be understand to give an answer (No example here from me!)

We also discussed the idea of small adjustment, such as using AI/Tech in place of Tech to try and limit similar concepts from being bifurcated between multiple choice and "other" writes in.  Dean also asked that the representatives for regions outside the US give close attention to anything that may be too US centric in its presentation .. perhaps the wording in educational background as an example.

Please feel free to respond to this thread with comments if you would like those comments shared with the group or engage in discussion.  Alternatively, you may forward specific thoughts to me at greg@cxpaglobal.org and I will get them into the flow for consideration.

I apologize for the tight turn around request, but if you can share feedback before the end of the day on this coming Monday, January 29 it will help us keep on track. 

With appreciation.

Greg