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

Storyminers

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.

196

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?

189

5 Customer Feedback Hacks: Going Beyond the Surveys

360Connext

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.

221

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.

172

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?

360Connext

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

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.

88

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.

79

How To Get More Customers To Take Your Surveys

ShepHyken

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.

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How Plansource Uses AskNicely NPS with Salesforce to Transform Customer Relationships

Customer Relationships A Better Path to Happy Historically, Plansource used annual satisfaction surveys. Customer surveys were. annual customer survey, results could vary widely, resulting. survey results. points was around surveying the right customers at the right.

Call Center Survey Questions for Better Customer Satisfaction

Comm100

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.

164

Why You Should Use Cascading Questions in Your Surveys

CustomerGauge

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.

107

How to Create the Best eCommerce Customer Service Surveys

Comm100

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.

151

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

96

How To Craft Helpful B2B Customer Satisfaction Survey Questions

Comm100

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.

141

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.

Giving Employees a Voice with Internal Customer Satisfaction Survey Questions

Comm100

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.

141

4 Mistakes You Must Avoid with Customer Feedback Surveys

Kayako

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.

168

Know Your Survey: Voice of Customer and Market Research

CustomerGauge

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.

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How Customer Satisfaction Surveys Yield Bogus Results

360Connext

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.

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The Book of NPS

03Introduction “The Age of the Customer Report” Picture this: you send a customer survey. A customer satisfaction survey (CSAT) is a long-form, multiple-question survey that lives in the transactional survey world.

Customer Satisfaction Surveys… and Why You Should Care

Feedback

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.

130

Why You Should Conduct “Post-Demo Surveys”

CustomerGauge

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.

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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.

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Death by a Thousand Survey Questions

Clarabridge

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.

91

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.

142

AI Drives New Generation of Customer Experience Surveys

Clarabridge

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.

56

5 Tips to Improve CX Survey Engagement Rates

ServiceDock

For these reasons and others, Voice of Customer (VoC) surveys remain an extremely important element of the mix. The problem is, getting customers to engage with surveys is hard. Customer Feedback CX SurveysIn a recent hard hitting but excellent article by Bob Thompson of CustomerThink , he pointed out that 93% of customer experience initiatives are failing.

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Customer Satisfaction Survey Questions for the Service Industry

Comm100

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.

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?

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How to make NPS and Customer Experience Surveys More Useful

Clarabridge

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.

77

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

Comm100

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?

186

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.

56

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

CustomerGauge

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.

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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

136

How To Create Successful Customer Satisfaction Survey Questions for IT Helpdesks

Comm100

That’s why effective customer satisfaction survey questions are an integral part of the ticket resolution process. Here are some tips for you to consider when creating customer satisfaction surveys for your IT helpdesk. Read on for sample survey questions to use, too.

151

How Survey Feedback Improves Product Offerings at Constant Contact

Clarabridge

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.

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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

78

The State of UK Communication Service Providers Survey

ijgolding

The survey will take about 5-7 minutes to complete, and at the end of the study, you can enter your email address into a monthly raffle for one of five £100 Amazon gift cards. The post The State of UK Communication Service Providers Survey appeared first on I J Golding.

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Stuck in a Survey Rut? You need to be Conversational

Clarabridge

The restaurant had a receipt-based survey that I decided to take at a later point in time. When I got around to taking that survey, I discovered that it was taking me too long to complete and wasn’t holding my interest. Bottom line, I didn’t finish the survey.

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