What is the future of customer surveys in our brave new world of customer experience?

What is the future of customer surveys in our brave new world of customer experience?  As more companies thirst for customer feedback, the number of surveys has escalated. But there is a limit to customers’ willingness to complete surveys. I know, as a customer myself, that I am growing weary of completing the long, almost narcissistic surveys. 15 to 30 minutes, really???

As completion rates get more difficult to maintain, companies will become more efficient with the questions they ask, target questions at specific customers in specific situations, and stop relying as much on multiple-choice questions. Tidbit: When the Tempkin Group asked large companies with Voice of the Customer programs about the changing importance of eight listening posts, multiple choice survey questions were at the bottom of the list.

Who will be the largetst SmartPhone market?

Now this makes sense. According to market research firm IDC, China will overtake the United States this year to become the world’s largest smartphone market. China’s share of global smartphone shipments is expected to grow from 18.3 percent in 2011 to 26.5 percent in 2012. China’s market share is forecast to decline slightly until 2016, as smartphone adoption will accelerate in other emerging markets, such as India.

Smartphone adoption in the United States is starting to slow down and as emerging markets are quickly growing, the U.S. share of global shipments is expected to decline from 21.3 percent in 2011 to 14.5 percent in 2016.

Meanwhile, India could become the third largest market by 2016. IDC projects an average annual growth rate of more than 50 percent for the Indian smartphone market in the next five years.

The chart shows the five largest smartphone markets, based on their share of global smartphone shipments.

 

Source: http://www.statista.com/topics/840/smartphones/chart/585/china-to-become-the-largest-smartphone-market-in-2012/