Customer satisfaction surveys are a great way to capture the true brand sentiment. But the truth is that like all business processes, they need to be fine-tuned to reach the right customer segment, or else they lose their effectiveness.

Figuring out the most effective channels to capture customer feedback can be a challenging task, as businesses have little insights on where and when to survey their customers.

In this article, we look at the four most popular channels (SMS, Phone, Email, In-App) for running NPS surveys and analyze their effectiveness in capturing customer feedback. The idea is to clearly understand the benefits of each customer feedback channel, so that you’re better equipped to develop a plan that best suits your business goals and needs.