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customer satisfaction survey

Looking beyond Net Promoter Score to measure customer experience

Looking beyond Net Promoter Score to measure customer experience

With today’s more crowded and competitive markets Customer Experience (CX) has never been more important. In fact, according to in-depth studies from research consultants such as Walker, by as early as next year CX will overtake price and product as the key brand differentiator. So, it should come as no surprise to hear that growing numbers of companies are creating and developing customer experience (CX) strategies to grow their brand. 

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SMS for Customer Satisfaction Surveys

SMS for Customer Satisfaction Surveys

SMS is a survey distribution channel that often gets overlooked. Maybe because it can feel a little old-fashioned, with thoughts of old Nokia phones and so on, but in reality, it’s a powerful tool to use as part of your customer service surveys. Let’s take a look at why that is, and what SMS can do for you.

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5 Ways to Improve Your Customer Satisfaction Surveys

5 Ways to Improve Your Customer Satisfaction Surveys

If you’re looking to add something extra to your customer satisfaction surveys, then here are five tips for you that we’ve put together based on our own experiences and feedback received from our clients.

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What Is A Good Net Promoter Score?

What Is A Good Net Promoter Score?

If you’ve been reading our other blog posts on the subject of Net Promoter Scores, then by now you should be feeling pretty confident about using it as a metric. However, one question that comes up a lot, because it’s the hardest to answer, is “What is a good NPS anyway?”. There are a few reasons why this is can be a deceptive complex question, so we’ll look at each of them, and detail some of the options available for dealing with this.

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Measuring Your Net Promoter Score

Measuring Your Net Promoter Score

The only way to measure your Net Promoter Score is to collect data from your customers. After making the decision to pursue NPS tracking as a part of your customer satisfaction strategy then you need to make a decision. You need to decide on the best way to engage your customers so that you can get their responses.

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How to Calculate Net Promoter Score

How to Calculate Net Promoter Score

Calculating a Net Promoter Score can seem daunting at first, but in this blog, we’ll explain a little of the methodology behind the score, and show you an excel formula for calculating it.

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What is Net Promoter Score, and do you need one?

What is Net Promoter Score, and do you need one?

What is Net Promoter Score? Net Promoter Score® is a standardised metric that businesses and other organisations use to measure customer satisfaction. It’s based on the idea that the key indicator of satisfaction with a product or service is whether a customer will recommend that a friend, family member, or colleague use or purchase it.

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Using Online Surveys to Track Customer Effort Scores.

Using Online Surveys to Track Customer Effort Scores.

Customer Effort Surveys can be an effective approach to collecting customer feedback. They are simple to set up and analyse, and flexible. They’re effective because they focus on a specific element of customer experience that’s been shown to be key in predicting returning business. They're based on the idea that by making your business easier to deal with, customers will be more likely to return, but how do you work out how to do that? With online surveys of course....

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How to implement a Customer Satisfaction Survey

Customer satisfaction is essential for organisations to grow in today’s fast changing business environment. Gathering feedback via surveys can be a powerful management tool, so here we take an in-depth look at how to implement a customer satisfaction survey.

5 Customer Satisfaction Survey Mistakes

A well-designed customer satisfaction survey can provide your organisation with essential insight that will help you compete in today’s competitive market. By listening and acting on feedback you can improve your customer UX which will increase referrals and keep consumers coming back for more.