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FBA Marketing Committee Customer Experience Survey

Customer Experience (CX) is vital in a market where speed and price are commoditized. To support FBA members, the Marketing Committee is launching a CX initiative to explore how customer satisfaction surveys are currently used in the broadband industry.

The goal is to provide recommendations that help the entire broadband ecosystem uncover insights, identify opportunities, and enhance the customer experience for a competitive edge.

Your input is essential. Please take a moment to answer the following questions. All responses will remain private and confidential. Thank you!
1.What is your organization's FBA membership category?
2.Does your organization conduct customer satisfaction surveys?
3.How often does your organization measure customer satisfaction?
4.What tools does your organization use to measure customer satisfaction? (Please check all that apply)
5.How important is customer satisfaction to your organization?
6.What steps do you take to improve customer satisfaction concerns pointed out in your measurement survey(s)? (SELECT ALL THAT APPLY)
7.What are the key selling points of your organization's go-to-market message? (Check all that apply)
8.Do you have any specific comments or insights to share about your organization’s experience measuring customer satisfaction, such as challenges, frustrations, best practices, or successes?