SurveySparrow

MAY 9, 2021

Online surveys are the best tool to gather the required information from your valuable customers. Though traditional survey methods tend to fetch you results, over the years, online survey tools such as Survey planet, Survicate, SurveySparrow have taken over the competitive market. Why Go For An Online Survey Tool?

Survey 52

Survey Net Promoter Score Effort Score NPS 52

Truthlab

DECEMBER 11, 2018

Survey bias is the tendency for some extraneous factor to affect survey results in a general, systematic way so the that results are “pushed” or “pulled” in a specific direction that is different from the target population as a whole (Alreck & Settle, 2004; Fowler, 2013).

Examples 54

Examples Survey How To Customer Experience 54

SurveySparrow

MAY 9, 2021

Online surveys are the best tool to gather the required information from your valuable customers. Though traditional survey methods tend to fetch you results, over the years, online survey tools such as Survey planet, Survicate, SurveySparrow have taken over the competitive market. Why Go For An Online Survey Tool?

Comparison 52

Comparison Survey Net Promoter Score Effort Score 52

Experience Matters

OCTOBER 27, 2014

As you can see in the charts below (from ratings of 268 companies across 19 industries based on a survey of 10,000 U.S. Led by a five point improvement in credit cards, 13 out of the 19 industries improved between 2013 and 2014. Hotels dropped eight points from 2013 to 2014, by far the largest of the three industries that declined.

Hotels 248

Hotels Retail Industry Measurement 248

Think Customers

DECEMBER 9, 2014

In an ideal world, employee satisfaction surveys are intended to provide senior management with rich insights into the state of workforce morale and areas for improvement that are actionable. According to PwC Saratoga''s 2013/2014 U.S. But one of the biggest problems with annual or bi-annual polls is that action often isn''t taken.

Survey 74

Survey Employee Engagement Report Engagement 74

InMoment XI

MAY 16, 2013

I’ve been digging through the data from the 2013 Maritz Research Retirement Study and I am unearthing a number of interesting tidbits. We surveyed 1,000 near and recent retirees with at least $100,000 of retirement savings. First, we identified a psychological tipping point of $500,000. View Article.

Tips 200

Tips Study Survey Data 200

InMoment XI

MAY 16, 2013

I’ve been digging through the data from the 2013 Maritz Research Retirement Study and I am unearthing a number of interesting tidbits. We surveyed 1,000 near and recent retirees with at least $100,000 of retirement savings. First, we identified a psychological tipping point of $500,000. View Article

Tips 200

Tips Study Survey Data 200

InMoment XI

MAY 16, 2013

I’ve been digging through the data from the 2013 Maritz Research Retirement Study and I am unearthing a number of interesting tidbits. We surveyed 1,000 near and recent retirees with at least $100,000 of retirement savings. First, we identified a psychological tipping point of $500,000. View Article

Tips 200

Tips Study Survey Data 200

QuestionPro Audience

MARCH 14, 2018

Fueled by the rebounding housing market, spending on improvements, maintenance and repairs reached $340 billion in 2015 , up 12% from 2013. The survey also found that fully accredited general contractors are better at holding down costs when unexpected issues arise—which brings us to our next tip.

Tips 210

Tips Insurance Study Report 210

Thematic

MARCH 21, 2019

In a 2013 study, 74% of online consumers expressed frustration with websites that displayed content that had nothing to do with their interests. Surveys are a great way to start. The number one complaint I hear people say about asking their customers to complete surveys is, “I can’t ever get anyone to respond.”. I understand.

Survey 48

Survey Social Media Study Customers 48

Experience Matters

OCTOBER 31, 2016

We just published a Temkin Group report 2016 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings.

Report 120

Report Groups Survey Customer Experience 120

Experience Matters

DECEMBER 1, 2014

In the Temkin Group report State of CX Metrics, 2013 , we found that only 11% of large companies feel that they do a very good job of measuring customers’ emotional responses. As you can see in the list of leaders and laggards below (from ratings of 268 companies across 19 industries based on a survey of 10,000 U.S.

ROI 288

ROI Consumers Measurement Metrics 288

Experience Matters

DECEMBER 30, 2014

Here’s the executive summary: We asked over 200 large companies about how they use customer experience (CX) metrics, and then we compared their answers with similar studies we conducted in 2011, 2012, and 2013. The most commonly used metric is likelihood-to-recommend, which has been steadily rising in popularity over the past few years.

Metrics 275

Metrics Report Customer Connectedness Customer Experience 275

Experience Matters

DECEMBER 11, 2014

We just published a Temkin Group report 2014 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 802 IT decision makers from large North American firms.

Report 323

Report Effort Score Groups Survey 323

QuestionPro Audience

MARCH 14, 2018

Fueled by the rebounding housing market, spending on improvements, maintenance and repairs reached $340 billion in 2015 , up 12% from 2013. The survey also found that fully accredited general contractors are better at holding down costs when unexpected issues arise—which brings us to our next tip.

Tips 150

Tips Insurance Study Report 150

Confirmit

DECEMBER 18, 2016

I try to apply this to everything in my life including Confirmit Horizons which, for both surveys and reports, has incredible potential to deliver beautifully designed interfaces. I’m a huge fan of great design. From cars to clothes, if things look good they make me happy.

Survey 56

Survey Customer Voice Training Consulting 56

Retently

MARCH 23, 2023

Aggressive or misleading billing practices Apple, which markets its products using brand-focused advertising, topped the 2013 technology statistics with a Net Promoter score of 65 for iPad, 70 for iPhone and 76 for its range of laptops. In 2013, McDonald’s recorded the longest waiting time at its drive-thrus.

Net Promoter Score 113

Net Promoter Score Company NPS Effort Score 113

Vonage

JANUARY 3, 2017

billion less than in 2013. When we asked consumers in 2015, they cited the same reasons as in 2013: not feeling appreciated, unhelpful/rude staff, being passed around to multiple people, not being able to get answers, and becoming fed up of queuing and not being able to speak to a person.

Social Media 136

Social Media Customer Service How To Poor Customer Service 136

ijgolding

AUGUST 12, 2018

In 2013, I conducted an independent research study to understand exactly what it was that customers ‘wanted’ from organisations. I distributed a short survey to people within my networks on LinkedIn, Facebook and Twitter. What customers ‘wanted’ in 2013, is unlikely to be remarkably different in 2018.

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

NICE inContact

AUGUST 21, 2019

As far back as 2013, Forbes was publishing articles like, 5 Ways Email Makes Your Employees Miserable and How To Get Rid Of Email In Your Company. In the business survey, respondents were asked to rank the top three ways that the company would prefer to interact with a customer during a service experience. Apple Chat or WhatsApp).

Contact Center 136

Contact Center Net Promoter Score Consumers Study 136

Experience Matters

MARCH 18, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. This is following a 14-point decline between 2013 and 2014. Virgin Mobile has been steadily improving its ratings over the past five years. In 2014, U.S.

Wireless 120

Wireless Effort Score Customer Experience Industry 120

ReviewTrackers

DECEMBER 10, 2019

Digital Assent, 2013 ). Vitals, 2013 ). Vitals, 2013 ). In addition to healthcare listings, Wellness.com features multiple resources for all kinds of health and medical information in the form of wellness blogs and interactive visitor surveys. Survey data shows that Google holds 57.5 RealPatientRatings.

Healthcare 132

Healthcare Hospitality Insurance Comparison 132

ReviewTrackers

MAY 15, 2020

4: An industry survey found that 50 percent of workers said they wouldn’t work for a company with a bad reputation, even with a pay increase. Meanwhile, only 27 percent of Millennials believe that a company’s purpose is to make money (down from 35 percent in 2013). Managing your employer brand should be a priority.

Brands 123

Brands Employee Engagement Financial Culture 123

Experience Matters

APRIL 16, 2015

Here’s the data snapshot description: In January 2015, we surveyed 10,000 U.S. consumers about their media usage patterns and compared the results to similar data we collected in January 2014, January 2013, and January 2012.

Customer Connectedness 120

Customer Connectedness Data Groups Analysis 120

Talkdesk

MARCH 31, 2020

Call center fraud, which usually takes advantage of records migration or lack of authentication to extort money from larger financial institutions, has skyrocketed by 350% between 2013 and 2019. In order for the contact center to maintain strong relationships, companies must guarantee the safety and protection of customer data.

Contact Center 60

Contact Center Call Center Financial Technology 60

Experience Matters

MARCH 17, 2015

Here’s the data snapshot description: In the first quarter of 2015, Temkin Group surveyed 207 respondents, each from a company with $500 million or more in annual revenues, about their customer experience efforts over the past year and their plans for 2015 and beyond.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

Win the Customer

JANUARY 20, 2020

eDigital surveyed in 2013, where 73% of people surveyed said that they preferred live chat to use email, SMS, social media, the phone, and so on. A survey by eMarketer found that 63% of people surveyed were much more likely to come back to a website which offers live chat. The Benefits of Live Chat Software.

Ecommerce 159

Ecommerce Chatbots How To Feedback 159

Daniel Group

APRIL 23, 2021

When you’re selling toothbrushes, you can email a generic feedback survey to a customer sample that’s millions strong. It’s also no big deal if your overly long survey leaves a few customers feeling harassed and frustrated, and they switch to another brand. from survey results and then taking action. Read More.

Feedback 124

Feedback Net Promoter Score B2C B2B 124

Esteban Kolsky

MARCH 2, 2016

While daily, weekly, and monthly use of social media channels doubled between 2011 and 2013, those same categories declined between 2013 and 2015, while the number of respondents who never use or are not offered social media customer service rose from 58 percent in 2013 to 65 percent in 2015. What do you think?

Customer Service 60

Customer Service Social Media Case Study Study 60

NICE inContact

SEPTEMBER 30, 2019

Stanford University conducted a two-year study where they surveyed 500 remote workers and those who worked in a conventional workplace. Companies that offer a remote work program report 63% less unscheduled absences ( PGI, 2013 ). Myth #1: Remote work decreases productivity and increases attrition. The results were astounding.

Contact Center 136

Contact Center Gamification Call Center Competitive Advantage 136

Customer Bliss

APRIL 11, 2017

Here, we discuss the critical factors in embedding this approach not as survey-score chasing, but business transformation. Brian worked at Intuit from 2002 to 2013, ultimately serving as VP of Customer Experience and Business Excellence. (He Initially Sprint’s survey work had been about sending out tons (i.e. About Brian.

NPS 163

NPS Net Promoter Score Wireless Call Center 163

Experience Matters

DECEMBER 22, 2015

Here’s the executive summary: Temkin Group surveyed nearly 200 large companies to learn about how they use customer experience (CX) metrics, and we then compared their answers with similar studies we’ve conducted every year since 2011. See the State of CX Metrics studies from 2011 , 2012 , 2013 , and 2014.

Metrics 120

Metrics Report Net Promoter Score Effort Score 120

Experience Matters

MARCH 19, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. It increased by eight percentage-points between the 2013 and 2014 TxR, and by another nine points between the 2014 and 2015 TxR. in 2014 to 60.0% in 2014 to 60.0%

Effort Score 120

Effort Score Customer Experience Industry Trends 120

ReviewTrackers

DECEMBER 7, 2018

In 2013, only 25 percent of patients used reviews to find out about a potential doctor. The survey also revealed that 44 percent of consumers used Yelp. A 2013 Nielsen provided insights into user behavior on Yelp. The study on doctors showed that 61 percent of consumers use online reviews before they select a new doctor.

Infographics 66

Infographics Consumers Study Groups 66

ProProfs Chat

FEBRUARY 19, 2021

released in the year 2013. Range Scale of 1-7 : This scale arrived in 2013 after fine-tuning the 2010 edition. A customer effort score survey helps you identify the problem areas faced by customers and put corrective action in place. You can use either a (1-5) range scale or (1-7) range scale in your survey.

Effort Score 52

Effort Score Omni-Channel How To Multi-Channel 52

Experience Matters

MARCH 20, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. This is the second year in a row that Fidelity took the top spot; although, it still took second place every year between 2011 and 2013. in 2014 to 64.0%

Effort Score 120

Effort Score Customer Experience Financial Industry 120

Experience Matters

MARCH 16, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. The average industry score for success remained steady at 84%, which it has stayed at since 2013.

Effort Score 120

Effort Score Customer Experience Industry Customers 120