Zonka Feedback

NOVEMBER 2, 2022

The effectiveness and value of your product or service in the marketplace are defined by the kind of experience you are giving to your customers. That’s why good Customer Service is key to a successful business.

Customer Service 98

Customer Service Survey Customers Customer Experience 98

ShepHyken

MAY 24, 2019

This week we feature an article by Gaetano DiNardi who discusses how many customer service surveys are not giving you proper data and suggests how to improve them. And when you are asked to stay on the phone to provide answers to a brief survey after a customer interaction, do you ever do it? Are you being clear?

Survey 104

Survey Customer Service Effort Score Infographics 104

InMoment XI

AUGUST 9, 2022

Most likely, you would answer these two questions slightly differently. One question asks you just generally how you feel while the other implies that you might not be doing well in the first place, so you might answer differently. There was bias in the wording of one question while the other stayed more open-ended.

Survey 493

Survey Feedback Effort Score Net Promoter Score 493

InMoment XI

AUGUST 30, 2022

It’s every company’s dream to have loyal, lifelong customers. In order to get this, you need to understand what your customers want, how they view your brand, and how they feel about your products and/or services. To put it simply, you need to understand their entire customer experience, from beginning to end.

Customer Satisfaction 493

Customer Satisfaction Net Promoter Score Survey Effort Score 493

InMoment XI

OCTOBER 10, 2022

All types of businesses leverage customer surveys , and they’re as important for small, growing businesses as they are for established corporations. When you’re creating a customer survey, whether it’s for the first time, or something you do each year, it’s helpful to understand what to expect. Source: RightNow ).

Net Promoter Score 490

Net Promoter Score Survey NPS B2C 490

InMoment XI

DECEMBER 13, 2022

My name is Ton Luijten, Customer Success Director + Data Science Lead in APAC—and in this post I’ll help you unlock a new take on ROI —through failure demand. Failure demand is when an organization falls short of servicing customers on the channels they are seeking, which then causes demand for services in other channels.

ROI 493

ROI Call Center Return on Investment Measurement 493

InMoment XI

DECEMBER 19, 2022

What do expert survey builders know that makes them so successful? From the very beginning, they’re thinking about outcomes such as: Why does this matter to my customers? Strong and insightful surveys help businesses understand what they are getting right and where they need improvement. How will I act on this feedback?

Survey 493

Survey Customer Journeys How To Touchpoint 493

Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. But with great power comes great responsibility – if you’re going to get the results you need to make critical business decisions, it’s important that your survey design is done well!

Survey 394

Survey Metrics NPS Effort Score 394

InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. What is B2B Customer Experience?

B2B 551

B2B Self Service Customer Experience Customer Journeys 551

InMoment XI

OCTOBER 17, 2023

As a customer experience (CX) professional, you’ve experienced the thrill of starting and growing the program in many forms whether it be: the beginning stage, getting those quick wins, and growing a reputation of excellence across your company. That’s when you know it’s time to update your customer experience program.

Customer Experience 493

Customer Experience Net Promoter Score Tips Effort Score 493

InMoment XI

JANUARY 30, 2024

Did you know that 92% of CEOs agree that customer experience (CX) improvements have a direct impact on their bottom line? It’s clear that a customer experience program is no longer a luxury, but a necessity. Consumers are more likely to become repeat customers if they have great experiences.

Customer Experience Management 295

Customer Experience Management Software Customer Experience Management 295

InMoment XI

NOVEMBER 16, 2021

I’ve been looking back over my 20+ years of various research consulting roles and during that time, I’ve continuously fielded questions from clients and others within the industry. In this blog, I’m going to focus on one question that continues to come up in conversations with CX practitioners and data analysts and my answer may surprise you.

Survey 493

Survey Automotive Comparison Hotels 493

InMoment XI

SEPTEMBER 6, 2022

If you want to get to know someone, the best way to get an accurate assessment is to ask them questions yourself. The same is true when you’re trying to understand market research ; having an accurate assessment of your audience and their buying patterns will make all the difference when it comes to customer satisfaction and business sales.

Groups 493

Groups Survey Analysis Data 493

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. So, if you’re ready to transform your customer feedback into a driving force for positive change, dive into this article and learn how to make the most of your customer surveys!

Analysis 208

Analysis Survey Feedback How To 208

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Strategy 224

Strategy How To Wait Times Customer Satisfaction 224

Lumoa

MARCH 9, 2023

Customer feedback is a direct line to how your consumer base feels about your business and its products. It’s invaluable information that enables you to address problems, make changes where necessary, and give your customers more of what they love. In This Article: What’s the importance of a customer feedback strategy?

Feedback 208

Feedback Strategy Survey Customers 208

Retently

FEBRUARY 9, 2024

Creating an insightful customer feedback questionnaire can seem daunting. What questions do you include to not only garner responses but also drive your business forward? Our guide walks you through crafting a compelling questionnaire with 35 essential questions you can use immediately.

Feedback 113

Feedback Net Promoter Score Effort Score Customer Satisfaction 113

Retently

APRIL 18, 2024

Are you leveraging the full potential of the in-app NPS survey to tap into customer feedback? Discover the effectiveness of in-app NPS surveys in capturing customer sentiment and learn best practices for embedding them into your digital platform for more meaningful insights that drive growth. Let’s get started.

NPS 78

NPS Survey Net Promoter Score Effort Score 78

Experience Investigators by 360Connext

FEBRUARY 6, 2024

Every team at an organization must prove how their work contributes to the bottom line — and customer experience is no exception. We know CX teams can deliver significant business advantages: Satisfied customers are much more likely to purchase more Revenue grows 40% faster by providing personalized experiences Businesses achieve a 2.3x

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

Retently

APRIL 16, 2024

Welcome to our guide on making the most of your surveys using a 5-point Likert scale. Have you ever wondered how some surveys give really spot-on insights? A lot of that precision comes from how the questions are framed and the types of responses they gather. Since then, Likert scales have become a go-to method in surveys.

Survey 78

Survey Employee Engagement Groups Analysis 78

ShepHyken

APRIL 9, 2024

What if I told you that a satisfied customer could ruin your business? Most people think satisfied customers are happy and will come back. They found that up to 40% of satisfied customers don’t come back – even though they are satisfied! The survey results are worth paying close attention to.

Customer Service Training 139

Customer Service Training Customers Customer Service Study 139

Retently

MAY 2, 2023

The key to success for SaaS companies lies in prioritizing the positive experience of their clients through a customer-centric approach. While there are many ways to do that, measuring satisfaction levels and actively seeking relevant feedback is critical to improving customer journeys. What is NPS, CSAT, and CES?

Customer Journeys 146

Customer Journeys Survey Effort Score NPS 146

Comm100

MARCH 21, 2023

With more options than ever before for customers, switching brands is easy. Organizations need to take every advantage they can get, and providing excellent customer service has become one of these key differentiators. Live chat software has become increasingly popular within customer service, and for good reason.

Self Service 167

Self Service Customer Service Strategy Omni-Channel 167

Retently

MARCH 2, 2023

There is nothing more important for a business than understanding the level of satisfaction and overall attitude of its customers. While talking to every customer personally is almost impossible, CX surveys take this function on. What is a 5-star survey? What is a 5-star survey?

Survey 158

Survey Effort Score Ecommerce Customer Satisfaction 158

delighted

FEBRUARY 26, 2024

Even if you’re just starting your customer experience (CX) management program, you’ve probably heard of Net Promoter Score (NPS): it’s one of the most popular customer experience metrics to measure customer loyalty and satisfaction. The accumulation of all customer ratings equals the final NPS score, ranging from -100 to 100.

NPS 98

NPS Examples Tips Survey 98

delighted

FEBRUARY 1, 2024

Multiple choice questions are used in almost every survey: their simplicity makes surveying easier for both creators and respondents. They’re a surefire way to gather clear, concise survey data that can be easily parsed and shared. What are multiple choice questions?

Examples 86

Examples Tips Net Promoter Score Effort Score 86

Retently

MARCH 26, 2024

Whether you need more affordable pricing, specialized features, or differing levels of complexity, our guide dives into the top survey solutions vying for your attention. Choosing a survey tool is about more than just the immediate benefits. In search of Qualtrics alternatives? Why Look Beyond Qualtrics?

Survey 78

Survey Multi-Channel Effort Score Analysis 78

Zeisler Consulting

JANUARY 23, 2024

I know I rail on about VoC (truth be known, that’s not my strongest topic of expertise; I’m much more of a Process Engineer)…Sure, VoC and Customer Insights inform the work we do to improve and better align our Customers’ Experiences with our Brand Promise, but it’s really just the first step. Okay, that makes sense.

Survey 93

Survey Meeting Video Feedback 93

SurveySensum

APRIL 15, 2024

Surveys, embedded in a web application, yield as high as 60%-70% response rates! You see, these surveys aren’t just about randomly pestering visitors. They’re vital for boosting customer engagement and helping businesses demonstrate their commitment to listening to their audience and delivering personalized experiences.

Survey 52

Survey Engagement Feedback User Experience 52

delighted

MARCH 28, 2024

With tens of thousands of customers using Surveys after our October 2023 launch, we’re incredibly excited to announce a pivotal enhancement to the product: AI Recommended Questions. Powered by Qualtrics AI , AI Recommended Questions is the ultimate survey creation assistant. It makes the edit/create process easy!”

Survey 64

Survey Feedback Consumers Study 64

ShepHyken

FEBRUARY 27, 2024

Why does a company send out a customer satisfaction survey? In the weekly Super Amazing Show I do with Brittany Hodak, we talked about surveys. Here is a shortened version of his comment: “Saying, ‘Short surveys are better,’ is a bit like saying tall people are better at basketball.

Survey 87

Survey Customer Satisfaction Customer Service Training Customers 87

SurveySensum

MARCH 19, 2024

Did you know that asking the right questions can make all the difference in gathering meaningful feedback? Picture this : You receive a CSAT survey after your recent purchase at a clothing brand. The survey had only 5 questions but all of them were open-ended questions, I mean who has the time for that?

Survey 52

Survey Net Promoter Score Effort Score Feedback 52

Retently

FEBRUARY 21, 2024

Are you wondering which channels are effectively leading customers to your business? surveys are critical tools for uncovering this information, directly influencing your marketing strategy and budget allocation. Surveys “How Did You Hear About Us?” Surveys “How Did You Hear About Us?” How did you hear about us?”

Survey 78

Survey Social Media Advertising Analysis 78

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. Here’s why this is important to you, even if you aren’t in a customer-facing role. Does the Customer Come Back?

Metrics 150

Metrics Customer Service Measurement Customer Service Training 150

SurveySparrow

APRIL 8, 2024

In this blog, we will examine the benefits of a mystery shopping survey and how to create one effectively using a free template as an example. This includes every aspect, from product details to operations and customer service. The ultimate goal is to collect unbiased feedback from the perspective of an ordinary customer.

Survey 52

Survey Self Service Policies Feedback 52

SurveySparrow

APRIL 12, 2024

Are you stuck between using a poll and a survey? This blog will solve the confusion about polls vs surveys! Poll vs Survey: A Comparison For the rest of us, off we go! It typically consists of a single question with limited answer choices. Feel free to use and customize it if you like it. What’s a Survey?

Survey 52

Survey Net Promoter Score Effort Score Comparison 52