What Is Customer Effort Score (CES)?
What is Customer Effort Score? Customer Effort Score is a metric that customer service teams often use to understand and evaluate how easy customers thought it was to get a resolution to their recent contact.
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What Exactly Is Voice of the Customer?
The fact that you are reading this article means it is more than likely you have come across the phrase ‘Voice of the Customer’. But do you know exactly what this means and how exactly
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How Improved Response Rates Lead To Better Quality Data
At Wizu we have been on a mission to improve survey response rates but is there actually any benefit in getting more survey responses? Are you just going to get a higher volume of the
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The Art of Conversational Surveys
Hopefully the fact you are reading this article means you already understand what conversational are and why they are so much better than traditional online survey forms. If not, then let me give you a
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How To Turn Survey Responses Into Actionable Insight
Finding out if your customers are happy is a pretty simple process. Getting to know the reasons why they are happy, or more importantly why they are unhappy is not quite so straight forward. By
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How To Map The Emotional Journey Of Your Customer Experience
Emotion plays an integral part in any customer journey with customers going through a range of positive and negative emotional reactions. To offer a good customer experience you need to ensure the positive emotions outweigh
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Conversational Surveys: An Introduction
Customer feedback. Every company needs it. Every customer has an opinion. So how do you go about collecting it? Well usually the best way to collect a large number of opinions is via a survey.
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Survey Respondent Experience – Let’s Talk About the Elephant in the Room
Customer experience is the hot topic right now with more and more companies claiming they are putting the customer at the centre of their strategy. There are customer experience consultancies, customer experience managers and entire
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How To Use Text Analytics To Improve Customer Experience
A customer’s experience is very much a qualitative and emotion based experience. So why are companies so obsessed with turning this into a quantitative measure? Whether it is Net Promoter Score, Customer Satisfaction or Customer
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How Artificial Intelligence Can Transform Your NPS Surveys
Introduction to NPS Net Promoter Score (NPS) is used to measure the loyalty of a company’s customer relationships. It is used by many companies to both measure customers experience and predict business growth. NPS provides
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