‘CX Pulse: Reviews and Surveys Between Emotion, Ethics, and Response Rates’ by Dr. Yazmín Michelle Rodríguez Benítez

A common belief at the heart of many feedback programmes is that if we deliver a strong customer experience and send a survey, the responses will follow. It sounds simple on paper, yet in reality, customer participation is far less predictable. 

In this insightful piece, WiCX Inner Circle member and Author, Dr. Yazmín Michelle Rodríguez Benítez, explores the deeper forces that influence whether customers choose to share their voice at all. Drawing on her doctoral research and extensive industry experience, this article is a timely reminder that surveys never exist in isolation. They are shaped by psychology, culture, trust, and experience design.