Articles for feedback operators and CX leaders.
Survey best practices, CX strategy thinking, and Sinova360 product updates, written for the people who run feedback programs, not for search engines. Short, specific, and useful enough to share with the team.
11 capabilities · scroll to explore
Migrating surveys off Qualtrics: what breaks, what QSF import saves, and a checklist
Moving a survey program between platforms is mostly a metadata problem. Here is what survives a QSF export, what silently breaks (logic, embedded data, quotas), and a field-tested checklist for migrating without losing a wave.
AI-generated surveys: what the models get right, and where methodology still saves you
From a one-line prompt to a fielded questionnaire: what AI genuinely does well in survey design, the methodological mistakes it still makes, and how to keep scales balanced and questions neutral when a model writes the first draft.
Closing the loop on customer feedback: tickets, SLA clocks, and routing that works
Collecting feedback is the easy half. This is a practitioner's guide to the operational machinery of closed-loop follow-up: ticket workflows, first-response versus resolution SLAs, business-hours clocks, routing rules, and escalation.
Bad survey responses: how to detect speeders, straight-liners, and duplicates
Panel data is not clean data. Learn the four main classes of low-quality survey responses, the detection thresholds practitioners actually use, and how to build a cleaning workflow that is defensible rather than arbitrary.
Pricing research surveys: Van Westendorp, Gabor-Granger, conjoint, and MaxDiff
A practical guide to the four workhorse pricing research methods: how each one works, when to use which, the sample sizes and question formats they need, and the mistakes that quietly ruin the results.
Survey Design: How to write questions that get honest answers
Learn how to write questions that avoid leading language, choose the right scale for the right metric, keep surveys short enough to complete, and use logic to adapt to each respondent.
NPS vs CSAT vs CES: which metric for which moment?
Understand what each metric actually measures, when to use which one, how to combine them in a multi-touchpoint CX program, and why the score is only useful if you also collect the story behind it.
Why 80% of CX programs fail at the action stage
Discover why 80% of CX programs fail at the action stage, what good follow-up infrastructure looks like, and how to build a program where a detractor response always becomes a tracked task.
How to read a response grid without getting lost
Learn how to read a response grid without getting lost, how to build saved views that survive team changes, and why the chart is always less useful than the row behind it.
The Rise of Agentic AI: Moving from Chatbots to Autonomous CX Workflows
Discover how customer experience is shifting from passive AI chatbots to autonomous, agentic systems that plan, reason, and resolve complex workflows.
Proactive CX: How AI Predicts and Resolves Friction Before the Ticket
Learn how modern customer experience leaders are using predictive AI and behavioral signaling to intervene and resolve issues before customers have to ask.