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How to measure relationship and quality of case resolution for regular customers?
I have a group of designated support resources that interact with individual within their customer portfolio very regularly (sometimes several times per week). I am interested on the ability to measure the overall relationship with those customers, but also make sure cases are being closed satisfactorily for those customers. How do you avoid survey fatigue? How to balance transactional vs relationship pulse (frequency of surveys, etc). Would love to hear your ideas, suggestions.