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…
Before we get into today’s post it is probably useful to start with a brief explanation of the difference between response rate and completion rate. The response rate is the…
Despite what some companies may still think, customer service and customer experience are actually two very different things! Although clearly they often cross over, businesses should have a different strategy…
