{"id":60720,"date":"2023-07-20T07:25:00","date_gmt":"2023-07-20T13:25:00","guid":{"rendered":"https:\/\/inmoment.com\/?p=60720"},"modified":"2023-07-20T08:52:06","modified_gmt":"2023-07-20T14:52:06","slug":"chatgpt-customer-experience-questions","status":"publish","type":"post","link":"https:\/\/inmoment.com\/blog\/chatgpt-customer-experience-questions\/","title":{"rendered":"Can You Count on ChatGPT Customer Experience Survey Questions?"},"content":{"rendered":"\n

It seems like the internet is full of ChatGPT \u201chacks\u201d these days. We are all inundated by articles and webinars that start with\u00a0 \u201cHow to Use ChatGPT to\u2026\u201d I have also had way too many conversations with my Gen-Z son and millennial colleagues about how they use the tool to make everyday tasks go by more quickly. And I wouldn\u2019t be the true customer experience nerd that I am if I didn\u2019t ask: “Could we customer experience (CX) professionals leverage ChatGPT customer experience survey<\/a> questions?\u201d<\/p>\n\n\n\n

On the surface, it seems like an\u00a0obvious application for a ChatGPT customer experience approach. A survey is pretty straightforward, correct? Not so fast.<\/p>\n\n\n\n

Keep reading to find out what happened when I tested this approach and why it may not be the best way to go when it comes to your customer listening approach.<\/p>\n\n\n\n

Testing <\/strong>ChatGPT for Customer Experience<\/strong> Questions<\/strong><\/h2>\n\n\n\n

I started off with a simple question for ChatGPT, hoping for a simple customer satisfaction survey, typing in, \u201cWrite me a survey.\u201d You can see the screenshot of the output below.<\/p>\n\n\n\n

\"ChatGPT
A ChatGPT Customer Experience Survey<\/figcaption><\/figure>\n\n\n\n

After reviewing the generated answer, you may be asking, \u201cwhat\u2019s missing?\u201d Well, to the untrained eye, there could be little to no difference between a traditionally written survey and a ChatGPT customer experience survey. After all, there are demographic questions, the typical \u201cHow satisfied were you with your experience,\u201d and other basic survey asks.<\/p>\n\n\n\n

But here is what stands out to me as a glaring absence. What is <\/em>missing is pretty much the most important part of any survey: the link to the business questions you are trying to answer by launching a survey in the first place!<\/p>\n\n\n\n

Quick PSA from Jim: Creating surveys is an important topic,  but I would be remiss if I didn\u2019t mention that while surveys are a tried-and-true method of collecting customer feedback, they are not the only way (or the best way, in many cases) to hear from customers. With so many channels available for you to monitor the voice of the customer, to restrict yourself to surveys alone is to limit your insights. This is another topic for another day (but if you\u2019re interested, you can learn more about other listening channels here)<\/a>. End of PSA.<\/p>\n\n\n\n

 For now, let\u2019s talk about the risks of using AI like ChatGPT to write surveys!<\/p>\n\n\n\n

ChatGPT Customer Experience<\/strong> Risks & Best Practices You Need to Know<\/strong><\/h2>\n\n\n\n

ChatGPT Customer Experience<\/strong> Questions Miss the Point<\/strong><\/h3>\n\n\n\n

Let me ask you a question: Is the point of your CX program to launch surveys? Now, many of you are likely rolling your eyes at me, but I promise, there\u2019s a point to this. Hopefully, you answered no. Because the point of customer experience is not to ask questions, but to listen to customers and the market to help guide your path to achieving business goals. The questions are simply a vehicle to gain insight into what will help or hinder your business on the way to realizing those  goals.<\/p>\n\n\n\n

When you look at the output of ChatGPT customer experience questions in the screenshot above, these questions really miss the point. Yes, they are generic questions that we have all likely seen in surveys before, but what are they getting at? The only results I can see this survey gleaning is a scoreboard metric and some customer demographics that we might already have access to via other data sources. <\/p>\n\n\n\n

When you craft surveys, the first questions you should ask should be for you and your team. Do you have a set of northstar goals (GOALS not scores!) for your customer experience program already? Great! If not, start that conversation with your executive stakeholders and team. Only then can you truly design your program, surveys, and other initiatives with the end goal in mind. <\/p>\n\n\n\n

Once you have agreed upon a desired end goal, then you need to ask:<\/p>\n\n\n\n