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
Banking in the Mad Men Era Many of us enjoyed the series Mad Men, remembering (or imagining) a time in the not so distant past. While we felt a nostalgia for some things – the cocktails, the clothes, the furniture – we also appreciated how much had changed in our lives over the intervening 50. MORE
Do you need to revisit your survey strategy? Are you able to connect your customer experience survey program to key business goals, like increased revenue and decreased churn? Before Clarabridge, we used to manually read through and code all of the customer experience survey responses. 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
For many, this term has become synonymous with customer feedback surveys, but that’s not exactly true. While surveys are a great way to get feedback, they are only the tip of the iceberg when it comes to a complete Voice of the Customer initiative. 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
We’re thrilled to announce the release of our 2017 NPS® and CX Benchmark Survey, made in collaboration with MIT CISR! This week it’s all about surveys. The post Know Your Survey: Voice of Customer and Market Research appeared first on CustomerGauge. MORE
Surveys play a vital role in customer experience (CX) and are often referred to as the “backbone” of a successful program. While there are many ways to gather information from customers and consumers, surveys serve as a very important tool in collecting and managing feedback. MORE
So after a recent stay in an Airbnb, I was incredibly eager to see what their post-stay survey looked like and what […]. The post The Airbnb Survey Teardown: Analyzing What You Can Learn By What Unicorn Startups Ask appeared first on Promoter.io MORE
Recently I completed a customer satisfaction survey for United Airlines after a particularly bad experience even by airline standards. I actually wanted to be contacted by the airline, but there is no place in their survey for a hot alert (request to be contacted). Instead at the end of their survey it says, “Comments or issues. View Article MORE
It's quite likely that customer surveys have provided a valuable reference point for any other feedback-gathering initiative your organization has taken. Do your customers know you are really listening to them? 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
A recent call from a friend helped me realize that customer surveys are still often ill-conceived and poorly executed. Best Practices Survey VerizonCommon practices often neglect common sense and are rife with common mistakes. Here are some things to consider to improve customer. 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
The strongest companies embrace their culture and the engagement of people who comprise it. Most traditional and effective Voice of the Employee programs focus on learning from employees about several key areas. 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
While there are many different methods of collecting this feedback, customer surveys remain a popular choice among CX professionals. Relationship Surveys. Relationship surveys allow customers to indicate their satisfaction about their overall relationship with the company/brand. MORE
Like everybody else, I’m trying to figure out how my mobile phone bill and cable television bills became more like car payments lately. They’re so huge! MORE
Customer surveys remain the primary source of customer feedback for many companies, despite the growth in adoption of other customer feedback sources like social media, call center conversations and emails. Two popular customer surveys are relationship and transactional surveys. 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
When is the last time you actually took a survey? In fact, Forbes studies show that survey response rates are down to an all-time low of less than 2%. Well the answer is here: Conversational Surveys. You send them a two-question survey. Uncategorized NLP NPS survey MORE
One of the best ways to do this is by collecting feedback and information through the distribution of a customer experience survey. What a Customer Experience Survey Can Do. A customer experience survey can help you answer these questions and more. MORE
Both Net Promoter Score® (NPS) and customer experience surveys are useful ways to understand how your customers feel about you. But is there a way to get even more value out of these surveys? Combine multiple-choice and open-ended questions on your surveys. MORE
Executives use customer surveys to help them improve the customer experience. In this post, I will describe two types of customer surveys, each providing insight to help executives make better, customer-centric decisions. These surveys are relationship surveys and transactional surveys. MORE
Including a “don’t know” option in a survey is an issue that is currently under speculation. The “don’t know” option can be explicit, as shown with the scale, or it can be implicit by the use of skip patterns within a survey. Your respondents might know more than you think. It’s a powerful option to. View Article MORE
59 
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
Surveys are a great way to get customer feedback, but how many survey questions do you really need? A colleague recently told the story of an annoying survey. He spent no more than five minutes online making a purchase, and then a post-transaction survey popped up. MORE
Anyone who ever conducted a customer satisfaction survey knows, drafting the questions for the survey is easier than drafting customers to answer them. MORE
Renowned business author and strategist Fred Reichheld is sick and tired of customer satisfaction surveys. In an interview with Bloomberg Technology , the former Bain & Company consultant says CSAT surveys have become less meaningful now that they’ve become inescapable. MORE
Therefore, the use of customer surveys is integral as the data and results delivered allows you to implement plans that are guaranteed to work. Surveys are designed to give insight on how your customer views your company. MORE
From time to time customer experience managers will hear the following questions from their internal clients: “Is our response rate too low?”; “What can we do to increase our response rate?” or; “Should we provide an incentive for people to respond?” MORE
Recently I completed a customer satisfaction survey for United Airlines after a particularly bad experience even by airline standards. I actually wanted to be contacted by the airline, but there is no place in their survey for a hot alert (request to be contacted). MORE
Companies do not consciously ignore customers in the survey process. It would be natural to assume that companies which invest in customer experience measurement (CEM) would put customer preferences at the top of the list, but this is not always the case. MORE
Customer service surveys allow you to take a peek into your customers’ minds. But instead of a crystal ball, you need a few, well worded customer service survey questions. See what customer service survey questions you should ask and how you should do it to get the best results. MORE
An Analyst Perspective on Customer Surveys: Customer surveys make up a multi-billion dollar industry, and many of us get at least one per day. But just because surveys are everywhere doesn’t mean they’re always good. MORE
These days, most customers’ inboxes are filled to the brim with emails requesting their feedback, making the feedback survey somewhat of a hard sell. That being said, surveys are still one of the most effective methods for attaining data from consumers and can be extremely valuable when aligned with strategy, analysis and research. Value Your Customers’ Time and Make Surveys Short. Show customers you care by making surveys as short and as to-the-point as possible. MORE
Today's post is a slightly-updated version of one I originally published on Compellon 's blog on January 25, 2017, which is a largely-modified version of a very-popular post I wrote on CX Journey™ five years ago titled 22 Tips for Survey Design. MORE
The post Why You Should Conduct “Post-Demo Surveys” appeared first on CustomerGauge. account management Blog Featured account executive demos surveyFor many SaaS companies, demos are the first chance to put their “best face forward” when it comes to interacting with customers. MORE
As a CX profession we’re addicted to surveys. We want to know more about our customers, and a survey is our first response. A survey by itself is neither good nor bad. But what we forget is the unintended side effects of our surveys. Remember – how you survey your customers is another part of your customer experience. […]. The post It’s time to rethink transactional surveys appeared first on Heart of the Customer. 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
Key Takeaways from ReviewTrackers Local Search and Online Reviews Survey 2017. About the ReviewTrackers Local Search and Online Reviews Survey. based consumer panel with a 39-item, two-part survey. Read on for a summary of our survey findings. Based on survey results, 67.7 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 
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.
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.
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?
MaritzCX
JUNE 26, 2017
From time to time customer experience managers will hear the following questions from their internal clients: “Is our response rate too low?”; “What can we do to increase our response rate?” or; “Should we provide an incentive for people to respond?”
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?
Verint
MARCH 6, 2017
It's quite likely that customer surveys have provided a valuable reference point for any other feedback-gathering initiative your organization has taken. Do your customers know you are really listening to them?
Martha Brooke
JULY 22, 2016
An Analyst Perspective on Customer Surveys: Customer surveys make up a multi-billion dollar industry, and many of us get at least one per day. But just because surveys are everywhere doesn’t mean they’re always good.
Clarabridge
MARCH 30, 2017
Do you need to revisit your survey strategy? Are you able to connect your customer experience survey program to key business goals, like increased revenue and decreased churn? Before Clarabridge, we used to manually read through and code all of the customer experience survey responses.
MaritzCX
JUNE 23, 2017
The strongest companies embrace their culture and the engagement of people who comprise it. Most traditional and effective Voice of the Employee programs focus on learning from employees about several key areas.
Clarabridge
APRIL 26, 2017
Both Net Promoter Score® (NPS) and customer experience surveys are useful ways to understand how your customers feel about you. But is there a way to get even more value out of these surveys? Combine multiple-choice and open-ended questions on your surveys.
Clarabridge
OCTOBER 25, 2016
Surveys are a great way to get customer feedback, but how many survey questions do you really need? A colleague recently told the story of an annoying survey. He spent no more than five minutes online making a purchase, and then a post-transaction survey popped up.
Andrew Mcfarland
DECEMBER 13, 2016
A recent call from a friend helped me realize that customer surveys are still often ill-conceived and poorly executed. Best Practices Survey VerizonCommon practices often neglect common sense and are rife with common mistakes. Here are some things to consider to improve customer.
Clarabridge
MAY 17, 2017
When is the last time you actually took a survey? In fact, Forbes studies show that survey response rates are down to an all-time low of less than 2%. Well the answer is here: Conversational Surveys. You send them a two-question survey. Uncategorized NLP NPS survey
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.
Bob Hayes
JUNE 6, 2016
Executives use customer surveys to help them improve the customer experience. In this post, I will describe two types of customer surveys, each providing insight to help executives make better, customer-centric decisions. These surveys are relationship surveys and transactional surveys.
MaritzCX
NOVEMBER 6, 2015
Including a “don’t know” option in a survey is an issue that is currently under speculation. The “don’t know” option can be explicit, as shown with the scale, or it can be implicit by the use of skip patterns within a survey. Your respondents might know more than you think. It’s a powerful option to. View Article
CX Journey
FEBRUARY 14, 2017
Today's post is a slightly-updated version of one I originally published on Compellon 's blog on January 25, 2017, which is a largely-modified version of a very-popular post I wrote on CX Journey™ five years ago titled 22 Tips for Survey Design.
Bob Hayes
MAY 4, 2015
Customer surveys remain the primary source of customer feedback for many companies, despite the growth in adoption of other customer feedback sources like social media, call center conversations and emails. Two popular customer surveys are relationship and transactional surveys.
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!)
MaritzCX
NOVEMBER 15, 2016
Companies do not consciously ignore customers in the survey process. It would be natural to assume that companies which invest in customer experience measurement (CEM) would put customer preferences at the top of the list, but this is not always the case.
ResponseTek
FEBRUARY 28, 2017
These days, most customers’ inboxes are filled to the brim with emails requesting their feedback, making the feedback survey somewhat of a hard sell. That being said, surveys are still one of the most effective methods for attaining data from consumers and can be extremely valuable when aligned with strategy, analysis and research. Value Your Customers’ Time and Make Surveys Short. Show customers you care by making surveys as short and as to-the-point as possible.
inContact
MAY 24, 2016
For many, this term has become synonymous with customer feedback surveys, but that’s not exactly true. While surveys are a great way to get feedback, they are only the tip of the iceberg when it comes to a complete Voice of the Customer initiative.
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.
ReviewTrackers
MAY 22, 2017
One of the best ways to do this is by collecting feedback and information through the distribution of a customer experience survey. What a Customer Experience Survey Can Do. A customer experience survey can help you answer these questions and more.
Vision Critical
MAY 11, 2016
Renowned business author and strategist Fred Reichheld is sick and tired of customer satisfaction surveys. In an interview with Bloomberg Technology , the former Bain & Company consultant says CSAT surveys have become less meaningful now that they’ve become inescapable.
MaritzCX
JULY 17, 2014
Recently I completed a customer satisfaction survey for United Airlines after a particularly bad experience even by airline standards. I actually wanted to be contacted by the airline, but there is no place in their survey for a hot alert (request to be contacted).
CustomerGauge
APRIL 20, 2017
We’re thrilled to announce the release of our 2017 NPS® and CX Benchmark Survey, made in collaboration with MIT CISR! This week it’s all about surveys. The post Know Your Survey: Voice of Customer and Market Research appeared first on CustomerGauge.
CustomerGauge
JANUARY 31, 2017
The post Why You Should Conduct “Post-Demo Surveys” appeared first on CustomerGauge. account management Blog Featured account executive demos surveyFor many SaaS companies, demos are the first chance to put their “best face forward” when it comes to interacting with customers.
Heart of the Customer
APRIL 8, 2015
As a CX profession we’re addicted to surveys. We want to know more about our customers, and a survey is our first response. A survey by itself is neither good nor bad. But what we forget is the unintended side effects of our surveys. Remember – how you survey your customers is another part of your customer experience. […]. The post It’s time to rethink transactional surveys appeared first on Heart of the Customer.
Verint
DECEMBER 20, 2016
Surveys play a vital role in customer experience (CX) and are often referred to as the “backbone” of a successful program. While there are many ways to gather information from customers and consumers, surveys serve as a very important tool in collecting and managing feedback.
MaritzCX
JULY 17, 2014
Recently I completed a customer satisfaction survey for United Airlines after a particularly bad experience even by airline standards. I actually wanted to be contacted by the airline, but there is no place in their survey for a hot alert (request to be contacted). Instead at the end of their survey it says, “Comments or issues. View Article
Bob Hayes
MARCH 29, 2015
While there are many different methods of collecting this feedback, customer surveys remain a popular choice among CX professionals. Relationship Surveys. Relationship surveys allow customers to indicate their satisfaction about their overall relationship with the company/brand.
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.
ReviewTrackers
APRIL 10, 2017
Key Takeaways from ReviewTrackers Local Search and Online Reviews Survey 2017. About the ReviewTrackers Local Search and Online Reviews Survey. based consumer panel with a 39-item, two-part survey. Read on for a summary of our survey findings. Based on survey results, 67.7
MaritzCX
OCTOBER 6, 2016
Banking in the Mad Men Era Many of us enjoyed the series Mad Men, remembering (or imagining) a time in the not so distant past. While we felt a nostalgia for some things – the cocktails, the clothes, the furniture – we also appreciated how much had changed in our lives over the intervening 50.
Promoter.io
FEBRUARY 18, 2016
So after a recent stay in an Airbnb, I was incredibly eager to see what their post-stay survey looked like and what […]. The post The Airbnb Survey Teardown: Analyzing What You Can Learn By What Unicorn Startups Ask appeared first on Promoter.io
Amity
FEBRUARY 18, 2016
Therefore, the use of customer surveys is integral as the data and results delivered allows you to implement plans that are guaranteed to work. Surveys are designed to give insight on how your customer views your company.
LiveChat
JUNE 6, 2016
Customer service surveys allow you to take a peek into your customers’ minds. But instead of a crystal ball, you need a few, well worded customer service survey questions. See what customer service survey questions you should ask and how you should do it to get the best results.
ICC Decision Services
DECEMBER 10, 2015
Anyone who ever conducted a customer satisfaction survey knows, drafting the questions for the survey is easier than drafting customers to answer them.
Who's Your Gladys?
MARCH 4, 2015
Like everybody else, I’m trying to figure out how my mobile phone bill and cable television bills became more like car payments lately. They’re so huge!
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