“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.

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?

How to Create the Perfect Customer Satisfaction Survey: Questions, Tips & Templates


That is why you need to consider ways of getting feedback from your customers through effective customer satisfaction surveys. 5 Top Benefits of Customer Satisfaction Surveys. How to Create Effective Customer Satisfaction Surveys. How Often Will You Run Surveys?

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?

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

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.

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.

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?

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.

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.

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.

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.

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.

Tips 14

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.

5 Ways to Guard Against Survey Manipulation


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.

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.

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?”

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.

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

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.

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.

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.

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!)

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.

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.

NPS 87

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.

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.

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?

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.

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

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.

Stop Surveying (And Ignoring) Your Customers

Experience Matters

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.

Is There a Difference Between Questionnaires and Surveys?

QuestionPro Audience

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.

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.

Seven Sins to Avoid When Designing a Survey

QuestionPro Audience

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.

Data 27

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.