customer feedback

How To Make Customers Actually Like Leaving You Feedback

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. Amazon even asks me to review other people’s reviews. To … Read More

Evolving Customer Surveys into Customer Stories

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 for the pleasure of serving myself at a self-scan checkout, … Read More

How To Deal With A Drop Out Rate Dilemma.

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 number of people who completed your survey divided by the … Read More

Net Promoter Score: What It Is and Why You Should Care

If you are interested in using customer feedback to drive business growth, then Net Promoter Score (NPS) can be one of the key tools in your customer experience arsenal. In this post, we will look at what exactly Net Promoter … Read More

How To Build Long Lasting Customer Loyalty

It takes so much effort to gain a customer now with an ever-increasing competition base and more savvy customers. So, when you do finally manage to convince your customer to choose you – it is vitally important you do everything … Read More

How to Increase Survey Response Rates

‘The Customer Is Always Right’. That’s how the saying goes. So, are you actually listening to your customers? Or let’s go one step further and ask are you even giving your customers a chance to speak? Customer feedback is essential … Read More

Top 6 Tips For Gathering Event Attendee Feedback

If you have ever run your own event, you will be more than aware of the endless tasks required planning the event. Sometimes you can be so obsessed with the planning and organization that you don’t give a thought to … Read More

How To Create a Successful Customer Experience Measurement Program

If you are running a customer experience (CX) strategy, then how you measure CX is integral to your success. You need to define the right metrics and then use them to make improvements. Without a customer experience measurement program in … Read More

Connecting VoC with ROI: Making a business case for your Voice of the Customer Program

A question that is asked a lot in customer experience is ‘What’s the return on investment (ROI) for a Voice of the Customer (VoC) program? Anyone in the industry knows that collecting customer feedback and taking corrective actions will result … Read More

NPS, CES & CSAT: What’s The Difference?

When it comes to measuring customer satisfaction, there are three main stalwarts that most companies turn to. Net Promoter Score (NPS), Customer Effort Score (CES) and Customer Satisfaction Score (CSAT). So what does each of them actually measure and what … Read More