Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How One Brand Mapped the Post-Purchase Survey Blind Spot
Episode 60 of Customer Journey with Fexingo explores a common blind spot in customer journey mapping: post-purchase surveys that ask about satisfaction too early or too late. Hosts Lucas and Luna break down a real case from a direct-to-consumer mattress brand, which discovered that its 30-day survey window was missing the crucial 'settling-in' phase. By shifting the survey to day 60, the brand saw a 22% increase in positive reviews and a 15-point Net Promoter Score lift. The episode digs into survey timing, response bias, and how to align feedback collection with actual customer…
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