1.How long have you been in your current customer experience role?

Less than 6 months

6 months to a year

1-2 years

2-5 years

More than 5 years

2.Including your current role, how long have you been a customer experience professional?

Less than 6 months

6 months to a year

1-2 years

2-5 years

More than 5 years

3.How would you rate your satisfaction with your current role?

Very satisfied

Somewhat satisfied

Somewhat unsatisfied

Very unsatisfied

4.At the end of an average day, do you tend to feel:

Very energized

Somewhat energized

Somewhat drained

Very drained

5.How do you rebound after a tough customer call? Please select all that apply.

Debrief with coworkers

Debrief with my supervisor

Take a break and get away from my desk

Take a deep breath

Grab a snack

Read something inspirational

Write about it in notes or a journal

Other (please specify)

I don’t have an opportunity to rebound after tough calls

6.What brings you joy as a customer experience professional? Please select all that apply.

Building relationships with customers

Solving problems for customers

Solving problems for my company

Helping my company grow

Nothing/I don’t find joy as a customer service professional

7.What are the most serious day-to-day challenges or frustrations in your role? Please select all that apply.

Unclear expectations

Angry or difficult customers

Wish I had more training

Micromanagement

Unrealistic goals around metrics

Unrealistic pressure around timing

Lack of psychological safety

My ideas are dismissed by management

Company policies that create stress

Lack of flexibility with hours

Lack of flexibility with location

Technology that doesn’t work well

Too many hours

Wish I were paid more

None, I can’t think of any challenges or frustrations I experience

8.If you could change only one thing about your role, what would it be?

More efficient technology

Stronger relationship with my manager

More face time with leadership

Different customer list

More time to spend with customers

More resources and tools to help me during customer calls

Role-based and scenario training

Less pressure to meet metrics

Other (please specify)

9.Do you feel like you have the support of management to do your job well?

Yes, completely

Yes, somewhat

No

10.Is there anything you wish you could tell leadership or decision makers in your organization?