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…
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,…
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…
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…
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.…
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…
‘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…
