There is a lot of confusion about interviewing. There have been too many interviews around that never had any effect. There is confusing privacy rules which raise doubts. Don’t even listen. Customer Experience programs are not about interviewing – they are about closed loops between customer and supplier, they are part of the process world. Interviews are one of the forms to close the loop. But we don’t talk about opinion in this case, we talk about professional information exchange, like the one during contract negotiations. Many cases show, where circuits are really closed, where  customer reaction triggers supplyer action, customer participation rises from year to year and reaches levels above 60%.