In today's world, people are becoming increasingly connected. They have Internet connected PCs, multiple phones and a variety of other devices used to keep in touch. How does this trend affect the survey and analysis process? CustomerSat Insight talks with David Andrews to better understand how multi-channel feedback can help.

Canon I.T.S. (CITS), a subsidiary of Canon USA, is responsible for supporting both consumer and commercial products. CITS receives hundreds of thousands of customer inquiries each month from consumers seeking help using Canon products. Consumer questions range across Canon's product line and were becoming increasingly complex as Canon's cameras, copiers, and printers became more and more interconnected. "We needed to gather more information on customer use and satisfaction with our products", stated Mike Larson, Assistant Director of Product and Process Quality.