Why Customer Service Surveys Hurt More Than Help

What this episode covers

Episode 36 of The Customer Service Podcast with Fexingo. Lucas and Luna examine the hidden damage of post-call satisfaction surveys. Drawing on a 2025 Cornell study of 18,000 customer interactions, they show how survey fatigue, question framing, and the very act of measuring satisfaction can actually lower loyalty and increase churn. They discuss alternatives like transactional NPS, behavioral follow-ups, and the radical idea of simply not surveying after every interaction. Plus, a look at how one company — Chewy — built loyalty by ignoring survey scores and focusing on actions. If you've ever wondered why your CSAT scores look good but customers still leave, this episode is for you. #CustomerServiceSurveys #CSAT #NPS #MeasurementMistakes #SurveyFatigue #CustomerLoyalty #ServiceQuality #CornellStudy #Chewy #PostCallSurveys #BehavioralData #TransactionalNPS #Churn #Retention #FeedbackLoops #SurveysBackfire #FexingoBusiness #BusinessPodcast Keep every episode free: buymeacoffee.com/fexingo

Share this episode

Similar Episodes

I'm ok

Mar 26, 2026 ·1m

Food Saved My Life

Mar 19, 2026 ·34m

Eat More Vegetables: The 4 Foods That Beat Ozempic (Naturally)

Feb 18, 2026 ·11m

How to End Heart Disease with Dr. Fuhrman

Feb 11, 2026 ·45m

Revolutionizing Breast Health: QT Imaging, Overdiagnosis, and What to Do Instead

Jan 27, 2026 ·35m

REMIX: Why we over-shop and compulsively acquire, and how to stop, with Dr Jan Eppingstall

Jan 9, 2026 ·61m

Similar Podcasts

MG Show MG Show The MG Show, hosted by Jeffrey Pedersen and Shannon Townsend, is a leading alternative media platform dedicated to uncovering the truth behind today’s most pressing political issues. Launched in 2019, the show has grown exponentially, offering unfiltered insights, comprehensive research, and real-time analysis. With a commitment to independent journalism and factual integrity, the MG Show empowers its audience with knowledge and encourages active participation in the political discourse. Ask A Spaceman Archives - 365 Days of Astronomy Ask A Spaceman Archives - 365 Days of Astronomy Podcasting Astronomy Every Day of the Year Breaking News Show | eTurboNews Juergen Thomas Steinmetz News is relevant to the global travel and tourism industry, human rights and global issues.Breaking news when it happens and only from the source. Eat to Live Jenna Fuhrman, Dr. Fuhrman Our health is our most precious gift and smart nutrition can change your life. Each month, join Dr. Fuhrman and his daughter, Jenna Fuhrman as they discuss important topics in the world of nutrition. Eat to Live will change the way you eat and think about food.

Frequently Asked Questions

How long is this episode of The Customer Service Podcast with Fexingo: Retention, Loyalty, and Service Quality?

This episode is 11 minutes long.

When was this The Customer Service Podcast with Fexingo: Retention, Loyalty, and Service Quality episode published?

This episode was published on June 7, 2026.

What is this episode about?

Episode 36 of The Customer Service Podcast with Fexingo. Lucas and Luna examine the hidden damage of post-call satisfaction surveys. Drawing on a 2025 Cornell study of 18,000 customer interactions, they show how survey fatigue, question framing, and...

Can I download this The Customer Service Podcast with Fexingo: Retention, Loyalty, and Service Quality episode?

Yes, you can download this episode by clicking the download button on the episode player, or subscribe to the podcast in your preferred podcast app for automatic downloads.