How customer intelligence software helps companies fight the survey epidemic

Vision Critical

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?

Survey 188

“The Survey Shows” Doesn’t Mean The Survey Knows


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.

Survey 200

Customer Surveys Are as Important as Ever!

CX Journey

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.

Survey 184

5 Customer Feedback Hacks: Going Beyond the Surveys


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.

Survey 221

Getting to Iconic – How leading brands balance technology and human talent to deliver exceptional CX

According to the MIT Technology Review survey, Getting to Iconic, 90% of the iconic firms were managing their customer experience from an omnichannel perspective. Get more insights from the survey.

Surveys Results are Great, but What About the “Untold” Feedback?


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

Survey 157

Your Quest for Survey Data May Be Hurting Your Company

Heart of the Customer

Whether we’re talking Net Promoter Score, Customer Effort Score, or good old customer satisfaction, survey metrics give us something to share with […]. The post Your Quest for Survey Data May Be Hurting Your Company appeared first on Heart of the Customer.

5 Best Practices for Effective Customer Satisfaction (CSAT) Surveys


Customer satisfaction (CSAT) surveys notoriously have a rather low participation rate. Most surveys fail to respect the customer’s time when required to hang on at the end of an interaction and then go through an unknown number of questions delivering no obvious benefit to the customer.

How To Get More Customers To Take Your Surveys


The head of the service department mentioned I would be getting a survey emailed to me and asked if I would take a few minutes to complete it. Sure enough, a day later the email survey showed up in my inbox. I will always remember the first survey. So, I started the survey.

Get the Stats- Don’t Become a Tragic Customer Experience Statistic

The Genesys State of CX Report surveyed roughly 2,000 consumers and 1,300 businesses around the world. Get the Stats- Don’t Become a Tragic Customer Experience Statistic. The results are in: only 2% of customers prefer chatbots.

5 Ways to Keep Survey Respondents Engaged

QuestionPro Audience

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.

Why You Should Use Cascading Questions in Your Surveys


Gone are the days of standardized “one-fits-all” survey questions. If you want accurate, plentiful feedback, you need to ensure your surveys are short, sweet, to the point and frequent. The post Why You Should Use Cascading Questions in Your Surveys appeared first on CustomerGauge.

Survey 107

Behavioral Economics Explains Why Your Surveys are Flawed 

Heart of the Customer

Yet, one of his findings shows why many surveys – as well as quite […]. The post Behavioral Economics Explains Why Your Surveys are Flawed appeared first on Heart of the Customer. Customer Experience Customer Experience Surveys

Call Center Survey Questions for Better Customer Satisfaction


If you are having trouble creating great call center survey questions, here are some proven strategies and tools that you can use. The good thing about conducting a survey is that you can do it yourself. Create an Online Survey.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

more than half of the executives surveyed (60. However, the survey reveals two troubling. New Study Reveals Reliance on Too Few. Data Sources; Organizations Likely Missing. Opportunities to Meet the Real Needs of.

Do You Employ Actionability Thinking in Survey Design?

CX Journey

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.

Survey 162

How To Write Customer Experience Surveys


Although other methods of interaction get more attention, the tried and true customer experience survey can get you the information you need most. What should be included in a customer experience survey? Every customer experience survey should give you more data to quantify.

4 Mistakes You Must Avoid with Customer Feedback Surveys


Viktor Magic will teach why it’s important to ace your next customer feedback survey and which mistakes to avoid. Surveys come in all shapes and sizes. But because all these teams rely on surveys, it’s vital to be surveying customers correctly. Surveying too often.

How to Create the Best eCommerce Customer Service Surveys


You probably know the challenges that come with creating effective customer service or satisfaction surveys, but that definitely does not mean you should give up on your ambitions. After all, in order to benefit from the survey process, you need true and honest feedback.

Know Your Survey: Voice of Customer and Market Research


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.

How Customer Satisfaction Surveys Yield Bogus Results


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.

Survey 155

Customer Satisfaction Surveys… and Why You Should Care


A week later, my agent e-mailed me a customer satisfaction survey to fill out. Yes, he wanted feedback and a filled-out survey back, but it nevertheless made me feel connected to his agency. Customer satisfaction surveys help companies deliver better experiences.

Survey 130

Why You Should Conduct “Post-Demo Surveys”


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.

How To Craft Helpful B2B Customer Satisfaction Survey Questions


This is where a B2B customer satisfaction survey comes into the picture. However, to get the most out of your survey, which is an investment, you need to get a few things right. Here are some of the factors you want to make sure are in order in your survey.

B2B 141

Surveys Don't Sell!

CX Journey

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?

Survey 121

Giving Employees a Voice with Internal Customer Satisfaction Survey Questions


In fact, Gallup’s survey of Fortune 500 Companies to determine the happiest workplaces found that in the top quartile, businesses saw: 22% higher profitability. However, employee surveys should be done correctly if you want to gain enough relevant information without coercion or bias.

Death by a Thousand Survey Questions


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.

Three Problems with Customer Surveys and How to Fix Them

Bob Hayes

Customer surveys are the foundation of many CX programs. Improvements in the content of these surveys, however, have not changed for decades. The use of these Big Data sources will necessarily impact the type of questions you need to ask in your customer survey.

Survey 143

AI Drives New Generation of Customer Experience Surveys


While surveys are often used as the barometer of customer sentiment, many companies face two key challenges: How to encourage a healthy survey response rate that allows them to accurately interpret the customer journey. Too many surveys are long and complicated.

How to make NPS and Customer Experience Surveys More Useful


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.

Customer Satisfaction Survey Questions for the Service Industry


However, if you are only going through the motions with regards to your surveys, you are doing your customers and your business a disservice. There’s many other reasons why effective customer satisfaction survey questions are so important for the service industry, too.

Genius Tips to Improve Your Customer Survey

Interaction Metrics

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.

Relationship and transactional surveys: When to use and how in your NPS® program


Starting a Net Promoter program is about improving your customer experience and boosting your customer loyalty, but before you start wowing customers you have to survey them. And part of that process is deciding what type of survey to conduct: relationship, transactional or both.

Missing Customer Feedback? 9 Tips for Effectively Promoting Your Customer Satisfaction Survey


As he pulled up to my destination, Rodrigo asked only one thing of me: “If you wouldn’t mind filling out the customer satisfaction survey and rating my service today, I would really appreciate it,” he said. What is a Customer Satisfaction Survey?

How to Successfully Implement Customer Feedback Surveys

Ann Michaels and Associates

Few people get excited about taking a survey. If you understand what motivates potential respondents, you’ll be more than equipped to get the survey results you need. Make the Survey Experience Amazing for Every Customer. Say you’ve just programmed this survey to pop up (above).

Free Cookies! Using Survey Incentives to Get Customer Feedback

Who's Your Gladys?

Look at the bottom of just about any store receipt and you’ll find a survey with some kind of incentive. Customer Service Articles Customer Service Survey customer service training

Survey 137

How Survey Feedback Improves Product Offerings at Constant Contact


Rogers : We are currently analyzing customer feedback – both text-based comments and customer ratings – from multiple customer surveys. Before Clarabridge, we used to manually read through and code all of the customer survey responses.

Simple But Effective Post-Service Surveys

Middlesex Consulting

When I first starting surveying customers after a service visit, the surveys were this long: They contained around 25 questions, took “forever” to complete, and yielded so much data that we never had the time or resources to produce actionable insight. Customer Experience surveys

Surveys Kill Kittens


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.