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How to Prove the ROI of Your CES Efforts

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So you’ve taken the time to listen to customers in order to understand the experience they’re having with your brand. Articles

ROI 273

Free CSAT Calculator

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Use our interactive calculator to measure your Customer Satisfaction Score (CSAT) and its impact on ROI. Tools

ROI 278

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How to Improve Your Customer Satisfaction Score (CSAT) Score

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Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. The score is solid. But you aren’t satisfied; you believe it could be so much better. And rightly so — it usually can be.

What is the Difference Between Digital Experience and CX?

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The relationship between digital experience and CX explained. We break down the role DX plays in CX and why it matters for brands who want to grow in the experience economy. Articles

Brands 227

A New Segmentation Model for Customer Onboarding

In this eBook, we will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

The Catalogue of Customer Experience Metrics

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The most popular CX metrics catalogued by purpose and best use case. Guides

7 Effective Ways to Collect Customer Feedback through Social Media

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These days, businesses are investing more in perfecting the customer experience. . We are in a customer-centric economy, where customer opinion is held at the highest standard of value. That’s why collecting customer feedback is more important than ever. .

Customer Experience Management for Salesforce

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GetFeedback by SurveyMonkey offers the most flexible, easy-to-use CX technology with the fastest time-to-value in market. Product & News

The Top 4 Customer Loyalty Metrics

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How to measure customer loyalty across your customer experience program. Articles

The Top 3 Customer Experience Metrics

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The top CX metrics—NPS, CSAT and CES—and how to use them successfully. Articles

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

6 Ways to Provide Meaningful CX During a Global Crisis

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How companies can show empathy and deliver meaningful customer experience needed during a global crisis. Articles

5 Ways to Provide Meaningful CX During a Global Crisis

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How companies can show empathy and deliver meaningful customer experience needed during a global crisis. Articles

How to Hyper-Personalize the Customer Experience

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What is hyper-personalization and how to achieve it in your CX program. Articles

How To 212

Top 6 Customer Experience Best Practices for 2020

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The six CX trends that you can't ignore in 2020. Articles

Trends 212

How a Top 25 Most Trusted Brand Handed Their CX to AI

Speaker: Brian Morin, CMO, SmartAction & Patty Kleinfeldt, Director of Q&E, AAA

One of the most trusted brands in the world, AAA, took the most critical aspect of their Customer Experience and handed it over to an AI-powered virtual agent for omnichannel self-service. In this webinar, we will hear from Brian Morin of SmartAction and AAA's Dispatch Operations Manager, Steve Bennett. They will dive into how AAA handled this transition and the effect its had on CX.

How to Prove the ROI of Your Voice of the Customer (VoC) Program

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They say that there’s very little these days that everyone agrees upon, but I—of course—do not agree with that sentiment either. When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever.

ROI 332

How to Take Action on Customer Effort Score Feedback

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The four major activities that must be undertaken after CES feedback is received by the company. Articles

An Article On Customer Experience That Actually Makes Sense

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If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space.

The Right Way to Use Artificial Intelligence (AI) in Your CX Program

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How to properly use artificial intelligence (AI) to personalize the customer experience. Articles

How To 150

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

NPS, CES, CSAT: Which One is the Best Metric?

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NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time. . How do you get loyal customers?

Ask NPS Questions Using a Storytelling Approach

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When you write a story, what is the first thing you should think about? Your audience. The same holds true for your Net Promoter Score survey. Really, writing a survey question is just another type of storytelling.

NPS 329

How to Use Surveys to Land More Business Leads

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Listening to what your customers have to say and providing what they want is fundamental to the success of your business. Unfortunately, many companies make the mistake of deciding that they know better than their customers. How, though, can a modern business stay in touch with customers?

Survey 303

Why Customer Feedback is the Key to Great CX

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In this article, we talk about using customer feedback as a guide to creating a great customer experience. . Articles

Why Community is a Strategic Asset Against Your Competitors

Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums

Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.

Interview With CX Ambassador Brett Frazer

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Interview with Brett Frazer, head of customer service at Sun Basket, about his career in the customer experience space. Articles

Optimize Business Operations With Surveys for Salesforce

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Three different ways to leverage integrated surveys with Salesforce to help modernize your business operations and deliver great CX. Articles

Survey 195

Interview With CX Ambassador Simon Whight

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Interview with Simon Whight, senior systems analyst at Zen Internet, an internet service provider in Manchester, England, about his career in the customer experience space. Articles

System 195

Interview With CX Ambassador April Obersteller

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Interview with April Obersteller, senior manager of global customer experience at YETI, a seller of premier outdoor gear, about her career in the customer experience space. Articles

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

GetFeedback’s Salesforce Integration gave Vena Solutions the Bigger Picture

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Vena Solutions helps companies manage their finances by transforming Microsoft Excel into an enterprise-class business and finance solution. Read on to find out how Vena Solutions’ CX strategy evolved to an automated insight engine. Customer Stories

CSAT vs. NPS: Similarities and Differences

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CSAT vs. NPS is an inevitable comparison that surfaces whenever a company launches a Voice of the Customer (VoC) program to optimize their customer experience (CX) strategy. .

NPS 332

Customer Satisfaction Score (CSAT) Industry Benchmarks

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If you’re new to Customer Satisfaction Score (CSAT), a good starting point is seeing how you compare to peers in your industry. To do so, you can rely on the American Customer Satisfaction Index (ACSI). .

Which Survey Format is Right For Your Audience?

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In this article, we give some tips on how to best design your survey to fit your audience and make your survey more successful. Articles

Survey 195

3 Reasons to Prioritize On-Demand Customer Training

On-demand training is a powerful tool you can leverage to support new customer onboarding and ongoing education through the customer lifecycle. In this eBook, we’ll delve into the 3 key benefits of on-demand training for your customer onboarding process.

How to Create an Online Survey From Scratch [Templates]

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4 free online survey templates to get help you get your feedback program started now. Articles

Survey 195