Fred Reichelt, a Bain Fellow and inventor of the Net Promoter Score, teams up with Brad Anderson, President at Qualtrics, to discuss the oversaturation of customer surveys. They delve into the frustrations consumers face and the faltering effectiveness of current feedback methods. Highlighting the need for personalized engagement, they advocate for innovative strategies like generative AI to enhance surveys. Ethical challenges of performance rankings in service jobs also emerge as a critical topic, calling for a reevaluation of employee evaluation methods.
