“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.

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.

Trending Sources

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?

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?

Local Search and Online Reviews Survey 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

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

Improving Survey Response Rates Through Incentives


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?”

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.

Beyond Surveys: 5 Methods to Learn More About Your Customers


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?

Is it time to revamp your customer experience survey strategy?


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.

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.

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.

Talk to the Hand: New Approaches in Web Survey Design


June 29, 2007 changed the CX industry. Any guess as to the product introduced a little over 10 years ago that has had a profound impact on not only the research industry, but human behavior overall? If you need a hint, there is a good chance it may have woken you up this morning. View Article

Improving the Respondent Experience

CX Journey

And there's a lot of talk about using surveys to listen to customers so that we know where we need to improve the experience. But have you ever considered that those very surveys are another touchpoint in the customer experience? Make sure your surveys are mobile-friendly/responsive.

Optimizing the Survey Experience for Mobile Respondents


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.

Fast Track Employee Engagement with a ‘Keep It Simple’ Survey


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.

Two Surveys Every Customer Experience Program Needs

Bob Hayes

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.

Customer Experience Survey: The Beginner’s Guide


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.

Don’t Know Option in Surveys


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

Four Ways Big Data Can Improve Customer Surveys

Bob Hayes

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.

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 Response Rates at All-Time Low, But There is a Better Way


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

Voice of the Customer is More than Just Feedback Surveys


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.

Improving Customer Surveys

Andrew Mcfarland

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.

What is the Purpose of Customer Satisfaction Surveys Anyway?


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).

How to Create a Balanced Survey


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.

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The 90’s called, and they want their survey back.


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!)

10 Survey Best Practices and Tips to Increase Response Rates (Part 1)


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.

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.

The problem with customer satisfaction surveys—according to the inventor of NPS

Vision Critical

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.

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How to Create Successful Customer Feedback Surveys


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.

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.

It’s time to rethink transactional surveys

Heart of the Customer

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.

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.

Guest Blog: How to Make your Survey Better than Nordstrom, Lowe’s, and Wal-Mart


This week we feature an article by Martha Brooke who writes about how to execute a customer satisfaction survey that gives you the data you need. Surveys can give you a lot of data that you can use to improve virtually any part of your organization. – Shep Hyken.

What is the Purpose of Customer Satisfaction Surveys Anyway?


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

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.

The Strategic and Tactical Roles of Customer Surveys

Bob Hayes

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.

10 Lessons Learned from Voice of the Customer Trenches: How to Design and Build a Great Survey


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.

Tools 16

The Airbnb Survey Teardown: Analyzing What You Can Learn By What Unicorn Startups Ask


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