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Surveys & Feedback Collection

6 Posts
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

Melanie Disse
Melanie Disse
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

Steven Plaat
Steven Plaat
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

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 known what to do, you’re not

Agi Marx
Agi Marx
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

Jennifer Havice
Jennifer Havice
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

Joellyn Sargent
Joellyn Sargent
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

Nathan Holmberg
Nathan Holmberg
AI & NLP