# How customer satisfaction surveys went from helpful to ‘intrusive’

**URL:** <https://forum.zurb.com/t/how-customer-satisfaction-surveys-went-from-helpful-to-intrusive/151>\
**Category:** Choosing metrics\
**Created:** [August 1, 2025, 12:10am UTC](https://forum.zurb.com/t/how-customer-satisfaction-surveys-went-from-helpful-to-intrusive/151 "2025-08-01T00:10:52Z")\
**Posts on this page:** 1\
**Page:** 1

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**Author:** ![Bryan](https://yyz2.discourse-cdn.com/flex034/user_avatar/forum.zurb.com/bryan/32/448_2.png) [@Bryan](https://forum.zurb.com/u/Bryan)\
**Post date:** [August 1, 2025, 12:10am UTC](https://forum.zurb.com/t/how-customer-satisfaction-surveys-went-from-helpful-to-intrusive/151/1 "2025-08-01T00:10:52Z")

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Love this share from @EricZ- love the NPS guys’ response.

Here’s the crux of the video: Customer surveys have lost their value because companies focus too much on collecting scores instead of truly understanding and improving the customer experience.

[![](https://canada1.discourse-cdn.com/flex034/uploads/helio/original/1X/260defc3d1c010bbb7a5b94c335ff2d0de8f1c6d.jpeg "How customer satisfaction surveys went from helpful to ‘intrusive’") ](https://www.youtube.com/watch?v=Z1RCe_3-U4o)

Feels like there’s fertile ground to tackle:

- Too many surveys
- Surveys are too long
- Customers feel pressured
- Feedback is biased
- Companies chase high scores
- Real improvement gets ignored
- Survey fatigue is growing
- Referrals show real loyalty
- Time to focus on behavior, not scores