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…
Net Promoter Score is a core KPI at many organizations. It is simple to measure and its findings can be used to indicate other metrics such as customer retention and…
Chicken or the egg? There has been a growing trend over recent years of experts declaring that the ‘customer comes first’ days are over and that actually employee experience is…
In today’s world we have huge quantities of data generated by Social, devices and other digital activity, so do we still need to send out surveys to our customers when…
What Is Customer Satisfaction? Before we get into the importance of customer satisfaction, let’s take a step back and look at a definition of customer satisfaction. Broadly speaking, customer satisfaction…
Current survey situation Online surveys continue to be a useful way of capturing customer feedback but there hasn’t been any real innovation in the past decade or so. The traditional…
Let’s start this blog post with an instant caveat – there is no such thing as the perfect chatbot. There is also no universal best practice as you will want…
Survey bias is an often-neglected part of the survey creation process. If left unchecked, it can make your results irrelevant and insignificant. So, what exactly is survey bias, what are…
Ugh, another feedback request, another survey invitation. This time I could win 400 paper clips for just 10 minutes of my time. I am constantly being asked to review things.…
I popped into my local supermarket today to pick up some essentials (nappies and alcohol if you are interested – only one of those is for me). As I queued…
