Kyle Groff, Customer Insights Manager at JetBlue Airways, shares how the company conduct the Voice of Customer Survey.

Watch the video and answer the following questions. in a Word(.docx) file- Be succinct in writing and use bullet points.

1. Too many survey questions are requested by various departments in the company. How to reduce the number of questions while capturing customers view of their experience with JetBlue?

2. A survey is not useful if it cannot provide insights that support decision making. What is Kyle’s strategy to ensure that survey results are translated into actions that improve customer satisfaction?

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