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Surveys & Feedback Collection

11 Posts
What Are The Best Qualtrics Competitors And Alternatives?
What Are The Best Qualtrics Competitors And Alternatives?

Are you looking for Qualtrics alternatives? Is this because the features are not a good fit? Do you find it difficult to use? Or is the pricing the issue? In this article we’ll analyze the pros and cons of the key Qualtrics competitors to help you decide which is

Customer Experience
How to choose a survey tool to measure customer experience: the ultimate guide
How to choose a survey tool to measure customer experience: the ultimate guide

You have decided to collect feedback from your customers via a survey tool. Or, you might be looking for a new survey tool, because you are unhappy with your current setup. There's no shortage of survey solutions and customer feedback management platforms. If anything, there are too many options to

Surveys & Feedback Collection
How to measure customer satisfaction: the complete guide
How to measure customer satisfaction: the complete guide

Everyone says they want customers to be satisfied, but what are you actually doing to make customers happy? How do you know if you’re on the right track? How do you know if your customer satisfaction efforts make a difference? Why even aim for customer satisfaction at all? We

Churn & Loyalty
How to super-charge your Qualtrics setup with Thematic & Power BI
How to super-charge your Qualtrics setup with Thematic & Power BI

Qualtrics is one of the most well-known and powerful Customer Feedback Management platforms. But even so, it has limitations. We recently hosted a live panel where data analysts from two well-known brands shared their experiences with Qualtrics, and how they extended this platform’s capabilities. Below, we’ll share the

Customer Experience
How we use our own platform and Chrome extension to centralize & analyze feedback
How we use our own platform and Chrome extension to centralize & analyze feedback

Customer feedback doesn't have all the answers. But it has critical insights for strategy and prioritization. Thematic is a B2B SaaS company. We aren't swimming in feedback. Every piece of feedback counts. Collecting and analyzing this feedback requires a different approach. We receive feedback from many places: our in-product NPS

Feedback Analysis
The touchpoint NPS oxymoron - The likelihood to recommend a brand isn’t built on a single interaction
The touchpoint NPS oxymoron - The likelihood to recommend a brand isn’t built on a single interaction

Traditionally, customer research and insights teams were tasked with capturing the voice of the customer, and generating meaningful insights to inform decision-making and ultimately improve CX. Market research was the easiest way to gather customer feedback strategically, rather than listening to anecdotal stories from sales or contact centre agents. Amongst

Customer Experience
5 Keys to Turn Customer Surveys into Action and Results: Key #1
5 Keys to Turn Customer Surveys into Action and Results: Key #1

Key #1: Let customers talk! (Ask open-ended survey questions)   Companies know that customer feedback matters.  There are more cost-effective (sometimes even free!) services than ever to solicit that feedback. However, too many businesses struggle to turn this feedback into action. In other words, they collect valuable data

Customer Experience
How to analyze survey data: best practices for actionable insights from survey analysis
How to analyze survey data: best practices for actionable insights from survey analysis

Just started using a new survey tool? Collected all of your survey data? Great. Confused about what to do next and how to achieve the optimal survey analysis? Don’t be. If you’ve ever stared at an Excel sheet filled with thousands of rows of survey data and not

Customer Metrics
The dreaded email survey: get your customers to respond
The dreaded email survey: get your customers to respond

These days we have a tendency to talk at each other, instead of to each other. Think social media. There are a whole lot of voices out there screaming into the void. A social media monitoring company, Sysomos, looked at 1.2 billion tweets back in 2010 and found

Surveys & Feedback Collection
Don’t let customer satisfaction surveys tarnish your brand
Don’t let customer satisfaction surveys tarnish your brand

The idea of customer satisfaction surveys originated with good intent. Businesses wanted to know how their customer’s felt so they could make things better. Unfortunately, somewhere along the way, things went wrong. Now, customers are surveyed incessantly. Some companies hound their buyers for responses after every interaction and then

Customer Experience
3 best practices for coding open-ended questions
3 best practices for coding open-ended questions

Open-ended survey questions often provide the most useful insights, but if you are dealing with hundreds or thousands of answers, summarising them will give you the biggest headache. The answer lies in coding open-ended questions. This means assigning one or more categories (also called codes) to each response. But how

AI & NLP