INDUSTRY INSIGHTS YOUR PEERS ARE READING
A customer survey can reveal countless ways to improve your business. But too often, businesses miss out on insights because they’re sending so-so surveys. Here are 4 foolproof ways to unlock powerful customer feedback through smarter surveys. Pick the right customer survey metric. What are you trying to achieve with your customer survey? Using survey logic , you can present respondents with different follow-up questions based on the score they give you. MORE
If you follow this survey’s implied advice, you’ll spend more time and money on #1, less of your budget on #2, and so on. The post “The Survey Shows” Doesn’t Mean The Survey Knows appeared first on Storyminers. MORE
Some businesses are convinced that NPS surveys and customer experiences fall squarely on the shoulders of the customer success team. Of people with mature NPS programs, 70% have high-level executive buy-in, and those executives see actioning NPS survey responses as a high-level initiative. MORE
Anyone can design a customer feedback survey. Simply collect the questions from everyone who wants to know about your customers, build the survey, and wait for the results. Initial Impressions: You want to make the entire survey process easy for your customer. MORE
Jon Reed, the co-founder of the website diginomica , is sick and tired of surveys. Every customer interaction, no matter how trivial, triggers a survey,” he grumbles in a recently published article. “If Why are ad-hoc surveys everywhere? The result of the survey epidemic? MORE
However, most are stuck using outdated feedback methods (think receipt questionnaires and kiosk surveys) designed to collect mass feedback rather than reveal key customer experience issues. Generic and impersonal, these point-of-sale surveys do a poor job of uncovering meaningful insights. In order to truly understand customer sentiment, retailers need to adopt more personalized survey methods that get to the heart of the customer’s experience. Online Surveys MORE
Do you know how to guard against survey manipulation? I’ve been in the automotive industry for some time and concerns about dealership attempts to interfere with the customer satisfaction measurement process have been around for a long time as well, but lately they seem to be intensifying. MORE
Sort of the same deal here, surveys can be done using questionnaires but not the other way around. A survey , on the other hand, gathers the results on multiple questionnaires from a set population so that in the end statistical analysis and trends can be derived from the aggregated data. MORE
But while asking a few basic questions in a monthly survey might help, it’s not enough to help you really understand your customers’ needs. The post 5 Customer Feedback Hacks: Going Beyond the Surveys appeared first on Customer Experience Consulting. MORE
Probably not in the near future, but they can be a beneficial supplement to your current survey strategy. Text messaging appears to be a useful way to contact survey respondents, particularly those who tend to have lower response rates with traditional survey methods, such as young adults. MORE
Back in the 1990’s, virtually every household had a landline, and people would answer the phone and talk to survey research callers. We found that 92% of adults have a cell-phone, which is theoretically a great penetration for cell-phone surveys. MORE
This is an article written by MaritzCX in which the nature of survey questions are examined and connections to business results are illustrated. MORE
When survey results live on the customer record, you not only gain visibility into your customer experience, but you can use those insights to drive action across your business. Today, we’ll share a few simple tips on improving visibility and driving action with Salesforce survey data. Create a Salesforce survey dashboard. With both, you have the flexibility to filter out the noise and focus on your most important survey data. Post survey responses to Slack. MORE
Image courtesy of henryfaber Is there anyone in your company who wants to use VoC/CX surveys as marketing tools rather than as customer listening tools? The control group wasn''t surveyed at all. Was this, in fact, marketing research and not a customer satisfaction survey, per se? MORE
Resort leader(s) decided that it was a good idea to survey its customers and get some data. It’s Time To Stop Surveying Customers. Instead of surveying customers (which leads to these types of dysfunctional interactions), focus on improving customer experience. MORE
When creating customer satisfaction surveys , it’s necessary to come up with survey questions that provide your business with accurate, actionable feedback about the key drivers of customer satisfaction or dissatisfaction. Survey Customer Experience Management MORE
CX surveys are the butt of jokes in dinner party conversations and comedy sketches. On social media, people gleefully tweet examples of surveys gone wrong. Just type the three words CX, survey, and fail into a Twitter search… But this is no laughing matter if you are in a CX role. MORE
The online survey. The online survey is killing cats and kittens left, right and center, and threatening the structural integrity of the online environment. How about surveys? What’s more, surveys don’t tend to be very intuitive, responsive, or active in any way. MORE
Survey Voice of the Customer Customer Experience ManagementWhat do customers think about your brand? Are they satisfied with your customer service? Do they think there are areas where you could improve? Knowing the answers to these questions is critical in your efforts to win new customers and maintain existing ones, because when your customers aren’t satisfied, you risk losing business to your competitors. MORE
That happened when I got emailed a survey from the airline. The crux of the long survey was a simple Net Promoter Score question. The survey, was just that. A survey. Instead of a 90’s style survey, after every Uber ride I get a one touch star rating (ONE TOUCH!) MORE
When it comes to collecting customer feedback, most people think of a traditional Net Promoter Score survey. Automatically trigger a survey after every support case is closed to better understand the customer experience. Net Promoter Score Surveys. MORE
Satisfaction surveys are important to capture customer feedback in a logical and objective way, right? That’s the idea, unless the survey is the result of an aggressive salesperson coaching the customer. MORE
How to Improve Lead Quality with Pre-Sales Surveys. Pre-sales surveys help you do just that. Here are a few ways you can integrate surveys into your pre-sales process. Add website surveys to your top conversion pages. Surveys aren’t just for feedback. MORE
Some pundits would have you believe that surveys are dead, that they are no longer important for customer listening and understanding. The good news is that companies are listening through surveys. And give an honest assessment of how long the survey will take to complete. MORE
Have you ever sent a survey and realized, after the fact, that your questions were confusing or misleading? And while bad survey questions aren’t the end of the world, they can easily muddy your data and derail your business decisions. Examples of Bad Survey Questions. This language influences the survey taker’s selection. Assumptive questions leave out essential information that is necessary to understand the survey-taker. Online Surveys MORE
Surveys are sent out to the customer database or to an online survey panel to get most trustworthy outcomes. An online survey panel is nothing but a centralized database of respondents who have agreed to provide their feedback regarding their products, services or business process etc. MORE
In a recent study conducted by market research firm, Attest, 26% of businesses surveyed said they do not gauge the market before launching a new product or service. Online surveys are one of the most popular ways to gather data in market research today for good reason. MORE
That happened when I got emailed a survey from the airline. The crux of the long survey was a simple Net Promoter Score question. The survey, was just that. A survey. Instead of a 90’s style survey, after every Uber ride I get a one touch star rating (ONE TOUCH!) MORE
CX Banking Customer Experience MORE
In order to get the insights you need to provide better service and increase retention, you need the right surveys, in the right places, at the right times. Not all surveys are created equal. Surveys are only as good as their: Design, Alignment with business goals, and. MORE
Surveys are powerful tools that businesses rely on to learn the motivations of consumers and gain insight into their feelings towards brands. It is important to keep survey respondents engaged in order to ensure a positive experience for both parties involved. MORE
Feedback is a gold mine for businesses, but sending surveys and analyzing the results takes time. And today, we’ve added two more features to help you streamline survey development: Multi-Language Surveys and Draft Mode. Reach global audiences with Multi-Language Surveys. Translating surveys manually can be clunky and time-consuming. GetFeedback detects your respondents’ language preferences and delivers surveys in their native language. MORE
Michael Allenson just launched his first in a series of monthly articles for Survey Magazine. His column “Survey Says” features CEBenchmarks–a new approach to gathering benchmark data for customer experience research. To kick it off, Michael questions: Do consumers from different economic standing, different life situations, etc. have different expectations of the companies they do business. View Article. General MORE
Surveys are an essential tool for businesses that care about connecting with their customers. And with GetFeedback, you can create branded surveys that look flawless on any device—desktop or mobile. Export a beautiful one-touch survey email. Personalize the survey experience. MORE
A blog survey is simple but powerful way to learn more about your audience. Here are step-by-step instructions on launching an awesome blog survey in under 30 minutes. Building a Blog Survey. Step 1: Create a new survey. When you do this, your survey will automatically begin with the first question. This means fewer clicks for your readers (and more survey responses for you). Then, edit your survey theme. Step 2: Add your survey questions. MORE
We talk about great survey design a lot, but besides being modern and mobile-friendly, what else can you do to keep respondents tuned in? Here are 5 survey tips that help improve response rates. Survey Tip #1: Embed questions into emails. Distributing surveys via email is a highly effective way to collect feedback. Companies usually just include a link to their survey in the body of an email, but there’s a better way to grab people’s attention. MORE
That’s why quick, transactional surveys are gaining popularity. Top 3 Marketing Surveys. Website Surveys. With website surveys , you can specify which pages you want your survey to appear on, as well as design different surveys for specific pages on your site. The Survey Logic tool makes it easy to create survey workflows that respond based on your visitor’s activity and how they answer your survey. Blog Surveys. MORE
A bad dream for those crafting online survey questionnaires might go as follows… Panel members take an online survey critiquing a previous online survey in which they participated, and one that you wrote. MORE
While Internet penetration is growing at a staggering rate – making it easier to find more users online to participate in research, survey data quality has been a consistent issue affecting the research industry. Audience Market Research Surveys Webinar MORE
If you haven’t been docked in a space lab for the past 30 years, I’m sure you’ve been asked to complete a customer satisfaction survey, after a recent shopping experience, whether online or offline. Customer satisfaction surveys are all the rage for a reason. MORE
They certainly work in market research, specifically when it comes to designing online survey questionnaires. Without a heavenly questionnaire, a survey will plunge into the deepest recesses of hell. Some reports claim that 175,000 online surveys are conducted a day. MORE
Consistently gathering customer feedback is a great way to see patterns around satisfaction, loyalty and other key performance indicators, but some of the most valuable information hides beyond typical survey results. Blog Customer Experience analytics feedback linkedin surveys MORE
To identify these loyal customers, Reichheld advises implementing a Net Promoter Score (NPS) survey, which is a simple way of gauging a customer’s loyalty to your brand and a good predictor of how well your business will perform. Create your NPS survey. MORE
More people in today’s world have smartphones than have toothbrushes. In many developed countries, smartphone penetration is at or above 70 percent. We live in a mobile world. MORE
Survey Related Topics GetFeedback
AUGUST 2, 2018
Have you ever sent a survey and realized, after the fact, that your questions were confusing or misleading? And while bad survey questions aren’t the end of the world, they can easily muddy your data and derail your business decisions. Examples of Bad Survey Questions. This language influences the survey taker’s selection. Assumptive questions leave out essential information that is necessary to understand the survey-taker. Online Surveys
GetFeedback
AUGUST 31, 2018
Surveys are an essential tool for businesses that care about connecting with their customers. And with GetFeedback, you can create branded surveys that look flawless on any device—desktop or mobile. Export a beautiful one-touch survey email. Personalize the survey experience.
GetFeedback
SEPTEMBER 19, 2018
When it comes to collecting customer feedback, most people think of a traditional Net Promoter Score survey. Automatically trigger a survey after every support case is closed to better understand the customer experience. Net Promoter Score Surveys.
QuestionPro Audience
FEBRUARY 14, 2018
Surveys are powerful tools that businesses rely on to learn the motivations of consumers and gain insight into their feelings towards brands. It is important to keep survey respondents engaged in order to ensure a positive experience for both parties involved.
GetFeedback
AUGUST 3, 2018
However, most are stuck using outdated feedback methods (think receipt questionnaires and kiosk surveys) designed to collect mass feedback rather than reveal key customer experience issues. Generic and impersonal, these point-of-sale surveys do a poor job of uncovering meaningful insights. In order to truly understand customer sentiment, retailers need to adopt more personalized survey methods that get to the heart of the customer’s experience. Online Surveys
MaritzCX
JULY 19, 2018
This is an article written by MaritzCX in which the nature of survey questions are examined and connections to business results are illustrated.
GetFeedback
SEPTEMBER 25, 2018
In order to get the insights you need to provide better service and increase retention, you need the right surveys, in the right places, at the right times. Not all surveys are created equal. Surveys are only as good as their: Design, Alignment with business goals, and.
GetFeedback
JULY 20, 2018
A customer survey can reveal countless ways to improve your business. But too often, businesses miss out on insights because they’re sending so-so surveys. Here are 4 foolproof ways to unlock powerful customer feedback through smarter surveys. Pick the right customer survey metric. What are you trying to achieve with your customer survey? Using survey logic , you can present respondents with different follow-up questions based on the score they give you.
GetFeedback
JULY 14, 2018
A blog survey is simple but powerful way to learn more about your audience. Here are step-by-step instructions on launching an awesome blog survey in under 30 minutes. Building a Blog Survey. Step 1: Create a new survey. When you do this, your survey will automatically begin with the first question. This means fewer clicks for your readers (and more survey responses for you). Then, edit your survey theme. Step 2: Add your survey questions.
GetFeedback
AUGUST 10, 2018
How to Improve Lead Quality with Pre-Sales Surveys. Pre-sales surveys help you do just that. Here are a few ways you can integrate surveys into your pre-sales process. Add website surveys to your top conversion pages. Surveys aren’t just for feedback.
GetFeedback
APRIL 19, 2018
We talk about great survey design a lot, but besides being modern and mobile-friendly, what else can you do to keep respondents tuned in? Here are 5 survey tips that help improve response rates. Survey Tip #1: Embed questions into emails. Distributing surveys via email is a highly effective way to collect feedback. Companies usually just include a link to their survey in the body of an email, but there’s a better way to grab people’s attention.
Vision Critical
APRIL 7, 2016
Jon Reed, the co-founder of the website diginomica , is sick and tired of surveys. Every customer interaction, no matter how trivial, triggers a survey,” he grumbles in a recently published article. “If Why are ad-hoc surveys everywhere? The result of the survey epidemic?
GetFeedback
JUNE 27, 2018
Feedback is a gold mine for businesses, but sending surveys and analyzing the results takes time. And today, we’ve added two more features to help you streamline survey development: Multi-Language Surveys and Draft Mode. Reach global audiences with Multi-Language Surveys. Translating surveys manually can be clunky and time-consuming. GetFeedback detects your respondents’ language preferences and delivers surveys in their native language.
GetFeedback
JULY 19, 2018
When survey results live on the customer record, you not only gain visibility into your customer experience, but you can use those insights to drive action across your business. Today, we’ll share a few simple tips on improving visibility and driving action with Salesforce survey data. Create a Salesforce survey dashboard. With both, you have the flexibility to filter out the noise and focus on your most important survey data. Post survey responses to Slack.
QuestionPro Audience
JULY 11, 2017
They certainly work in market research, specifically when it comes to designing online survey questionnaires. Without a heavenly questionnaire, a survey will plunge into the deepest recesses of hell. Some reports claim that 175,000 online surveys are conducted a day.
AskNicely
JULY 19, 2017
The online survey. The online survey is killing cats and kittens left, right and center, and threatening the structural integrity of the online environment. How about surveys? What’s more, surveys don’t tend to be very intuitive, responsive, or active in any way.
IntouchInsight
MARCH 9, 2017
Survey Voice of the Customer Customer Experience ManagementWhat do customers think about your brand? Are they satisfied with your customer service? Do they think there are areas where you could improve? Knowing the answers to these questions is critical in your efforts to win new customers and maintain existing ones, because when your customers aren’t satisfied, you risk losing business to your competitors.
QuestionPro Audience
MARCH 13, 2017
While Internet penetration is growing at a staggering rate – making it easier to find more users online to participate in research, survey data quality has been a consistent issue affecting the research industry. Audience Market Research Surveys Webinar
QuestionPro Audience
DECEMBER 17, 2017
Surveys are sent out to the customer database or to an online survey panel to get most trustworthy outcomes. An online survey panel is nothing but a centralized database of respondents who have agreed to provide their feedback regarding their products, services or business process etc.
QuestionPro Audience
SEPTEMBER 27, 2018
In a recent study conducted by market research firm, Attest, 26% of businesses surveyed said they do not gauge the market before launching a new product or service. Online surveys are one of the most popular ways to gather data in market research today for good reason.
360Connext
DECEMBER 8, 2016
But while asking a few basic questions in a monthly survey might help, it’s not enough to help you really understand your customers’ needs. The post 5 Customer Feedback Hacks: Going Beyond the Surveys appeared first on Customer Experience Consulting.
QuestionPro Audience
JULY 25, 2017
Sort of the same deal here, surveys can be done using questionnaires but not the other way around. A survey , on the other hand, gathers the results on multiple questionnaires from a set population so that in the end statistical analysis and trends can be derived from the aggregated data.
Ann Michaels and Associates
JUNE 24, 2018
Probably not in the near future, but they can be a beneficial supplement to your current survey strategy. Text messaging appears to be a useful way to contact survey respondents, particularly those who tend to have lower response rates with traditional survey methods, such as young adults.
Forrester's Customer Insights
AUGUST 8, 2018
CX surveys are the butt of jokes in dinner party conversations and comedy sketches. On social media, people gleefully tweet examples of surveys gone wrong. Just type the three words CX, survey, and fail into a Twitter search… But this is no laughing matter if you are in a CX role.
CX Journey
APRIL 26, 2017
Some pundits would have you believe that surveys are dead, that they are no longer important for customer listening and understanding. The good news is that companies are listening through surveys. And give an honest assessment of how long the survey will take to complete.
QuestionPro Audience
MARCH 2, 2017
A bad dream for those crafting online survey questionnaires might go as follows… Panel members take an online survey critiquing a previous online survey in which they participated, and one that you wrote.
Storyminers
MAY 3, 2017
If you follow this survey’s implied advice, you’ll spend more time and money on #1, less of your budget on #2, and so on. The post “The Survey Shows” Doesn’t Mean The Survey Knows appeared first on Storyminers.
AskNicely
SEPTEMBER 6, 2018
Some businesses are convinced that NPS surveys and customer experiences fall squarely on the shoulders of the customer success team. Of people with mature NPS programs, 70% have high-level executive buy-in, and those executives see actioning NPS survey responses as a high-level initiative.
AskNicely
NOVEMBER 29, 2016
That happened when I got emailed a survey from the airline. The crux of the long survey was a simple Net Promoter Score question. The survey, was just that. A survey. Instead of a 90’s style survey, after every Uber ride I get a one touch star rating (ONE TOUCH!)
360Connext
DECEMBER 10, 2014
Satisfaction surveys are important to capture customer feedback in a logical and objective way, right? That’s the idea, unless the survey is the result of an aggressive salesperson coaching the customer.
QuestionPro Audience
SEPTEMBER 5, 2017
If you haven’t been docked in a space lab for the past 30 years, I’m sure you’ve been asked to complete a customer satisfaction survey, after a recent shopping experience, whether online or offline. Customer satisfaction surveys are all the rage for a reason.
GetFeedback
OCTOBER 10, 2018
To identify these loyal customers, Reichheld advises implementing a Net Promoter Score (NPS) survey, which is a simple way of gauging a customer’s loyalty to your brand and a good predictor of how well your business will perform. Create your NPS survey.
CX Journey
AUGUST 5, 2014
Image courtesy of henryfaber Is there anyone in your company who wants to use VoC/CX surveys as marketing tools rather than as customer listening tools? The control group wasn''t surveyed at all. Was this, in fact, marketing research and not a customer satisfaction survey, per se?
Experience Matters
NOVEMBER 16, 2015
Resort leader(s) decided that it was a good idea to survey its customers and get some data. It’s Time To Stop Surveying Customers. Instead of surveying customers (which leads to these types of dysfunctional interactions), focus on improving customer experience.
AskNicely
NOVEMBER 29, 2016
That happened when I got emailed a survey from the airline. The crux of the long survey was a simple Net Promoter Score question. The survey, was just that. A survey. Instead of a 90’s style survey, after every Uber ride I get a one touch star rating (ONE TOUCH!)
360Connext
FEBRUARY 22, 2017
Consistently gathering customer feedback is a great way to see patterns around satisfaction, loyalty and other key performance indicators, but some of the most valuable information hides beyond typical survey results. Blog Customer Experience analytics feedback linkedin surveys
inContact
MAY 5, 2017
Anyone can design a customer feedback survey. Simply collect the questions from everyone who wants to know about your customers, build the survey, and wait for the results. Initial Impressions: You want to make the entire survey process easy for your customer.
QuestionPro Audience
SEPTEMBER 29, 2017
Back in the 1990’s, virtually every household had a landline, and people would answer the phone and talk to survey research callers. We found that 92% of adults have a cell-phone, which is theoretically a great penetration for cell-phone surveys.
IntouchInsight
APRIL 20, 2017
When creating customer satisfaction surveys , it’s necessary to come up with survey questions that provide your business with accurate, actionable feedback about the key drivers of customer satisfaction or dissatisfaction. Survey Customer Experience Management
MaritzCX
SEPTEMBER 19, 2016
Do you know how to guard against survey manipulation? I’ve been in the automotive industry for some time and concerns about dealership attempts to interfere with the customer satisfaction measurement process have been around for a long time as well, but lately they seem to be intensifying.
MaritzCX
OCTOBER 1, 2015
More people in today’s world have smartphones than have toothbrushes. In many developed countries, smartphone penetration is at or above 70 percent. We live in a mobile world.
Centriam Customer Experience Lab
JULY 26, 2018
CX Banking Customer Experience
MaritzCX
DECEMBER 11, 2012
Michael Allenson just launched his first in a series of monthly articles for Survey Magazine. His column “Survey Says” features CEBenchmarks–a new approach to gathering benchmark data for customer experience research. To kick it off, Michael questions: Do consumers from different economic standing, different life situations, etc. have different expectations of the companies they do business. View Article. General
174 
Let's personalize your content