Surveys & Feedback Collection
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
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
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 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
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
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
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
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
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
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
