Interaction Metrics

JUNE 21, 2023

Clients often ask: do we need to allow for customer anonymity in our surveys? In the context of sensitive employee feedback like DEI surveys and engagement surveys, most researchers consider the option for anonymity to be essential. If it’s anything like my conversation with Rob, it’s sure to be a lively discussion.

Surveys 62

Surveys B2B Feedback Customer centricity 62

Revation Systems

FEBRUARY 6, 2020

In fact, according to the 2019 Deloitte Global Contact Center Survey, 53% of companies surveyed expect their total contact center volume to increase over the next two years. To learn more about how The South Bend Clinic lowered their contact center abandonment rates by 200%, read the full case study !

Abandon rate 62

Abandon rate Contact Center Technology Healthcare 62

Nicereply

MARCH 22, 2022

When you want to know what your customers are thinking, a survey is a great start. But your survey responses can only be as powerful as your questions are. Fortunately, customer satisfaction surveys are a tried and tested method of getting customer feedback. What is a customer satisfaction survey?

Surveys 95

Surveys Feedback Benchmark Metrics 95

Interaction Metrics

DECEMBER 10, 2018

Do you have time for a survey? We are all too familiar with customer feedback requests as they bombard us from every side: email signatures, website pop-ups, phone queues (“press 1 after this call to …”), even the grocery gal circles a survey she’d like us to take at the bottom of the receipt. Can you give us some feedback?

Feedback 54

Feedback Surveys Metrics 54

ShepHyken

MAY 9, 2023

Survey and ask for feedback from different audiences. Tailor your surveys with each customer’s experience in mind. Use their feedback for marketing purposes, testimonials, and case studies. Plus, Shep and Evan discuss how to maximize customer participation in the age of survey fatigue.

Surveys 156

Surveys Feedback Employee engagement Customer Service 156

SharpenCX

MARCH 7, 2019

In the book How Every Great Company Listens to the Voice of the Customer, companies like Enterprise and Petco serve as case studies for how customer satisfaction helps you predict your. The post The Top 7 Customer Survey Format Examples appeared first on Sharpen Contact Center Software.

Surveys 75

Surveys Contact center software Enterprise Contact Center 75

Nicereply

JUNE 18, 2020

You can use it to survey your customers via email survey after you resolve their support ticket. Alternatively, you can choose a dedicated tool to geta access to a wider array of options and customizations, like different scales, placing surveys inside of conversation emails, and branding the survey. Moving past CSAT.

Metrics 86

Metrics Surveys Customer effort Education 86

ShepHyken

JUNE 10, 2019

Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights by CallMiner. My Comment: I’ve been paying attention to how good companies are getting feedback (in the form of customer surveys).

Customer Service 276

Customer Service Surveys Customer Experience Feedback 276

delighted

OCTOBER 22, 2019

Net Promoter Score surveys measure customer loyalty by identifying customers as promoters, passives, and detractors. Promoters are those who answer 9 or 10 on an NPS survey. Passives are customers who answer 7 or 8 on an NPS survey. InVision uses NPS surveys to keep a pulse on customer sentiment. What is NPS?

Benchmark 41

Benchmark Feedback Surveys Customer retention 41

Beyond Philosophy

OCTOBER 8, 2022

25:07 Hannesson shares a specific case study that used video to reduce repeat home visits. 29:22 We all share our practical advice about how to use video to improve the metrics that matter most to your organization (and that none of us are footballers, in case you were wondering). Complete this short survey.

Customer Experience 221

Customer Experience Contact Center Consulting Consulting 221

Clarabridge

DECEMBER 7, 2016

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. When a customer responds to a survey, saying that you appreciate their feedback can go a long way.

Feedback 81

Feedback Surveys Technical Support Analytics 81

ShepHyken

SEPTEMBER 7, 2018

Of course, you might already have testimonials and case studies on your site, so you probably don’t need a customer review program. Buyers perceived their representatives as more trustworthy (which circles back to point #1 about transparency — a point the surveyed buyers often underlined with their additional comments).

B2B 202

B2B Surveys Sales Marketing 202

Lumoa

JULY 17, 2022

New Case Study with one of our customers – Parques Reunidos! Thankfully, Lumoa has been able to: Get them Weekly Actionable Insights Enabled a cultural change, with more ownership of customer experience from teams worldwide Saves time, and therefore, saves money You can read the full case study here !

Feedback 83

Feedback Surveys Customer Experience Management 83

Fonolo

MAY 14, 2019

We also see it in survey results such as this one from Contact Babel last year. We just received an early copy of a new report, by Ryan Strategic Advisory, that surveyed 491 enterprise executives who had decision-making authority of their company’s contact centers. About the Survey. The data results show impressive growth.

Surveys 57

Surveys Abandon rate Call Center Contact Center 57

Ansafone

JULY 15, 2021

The healthcare company’s audit duties require the administration of surveys to medical providers for different health plans specific to California. … Healthcare Audit Company Needed to Outsource Survey Calls for Different California Health Plans Read More ». .

Healthcare 62

Healthcare outsourcing Surveys Contact Center 62

aircall

JANUARY 28, 2019

Employee engagement surveys let you get the information straight from your team, while maintaining the honesty and privacy of each team member. What is an employee engagement survey designed to do? However, a poorly designed employee survey may not only cost you wasted time, but lost trust as well. This isn’t always the case.

Employee engagement 67

Employee engagement Surveys Morale Feedback 67

Global Response

FEBRUARY 26, 2024

Integrate technology to easily collect customer feedback through surveys, feedback forms, and social listening tools. Let’s look at five effective strategies for gathering customer feedback: Strategy #1 : Use integrated feedback platforms to collect data from social media, email, surveys, and customer service interactions.

Call Center 62

Call Center Customer Service outsourcing CRM 62

Fonolo

MAY 22, 2018

Occasionally, we also see it in survey results; have a look at the data we shared from ContactBabel last October. This month, we were fortunate to get an early copy of a new survey, by Ryan Strategic Advisory, that asked BPO contact centers about call-backs, and I’m happy to share some of that data with you here. About the Survey.

Surveys 59

Surveys Abandon rate Call Center Contact Center 59

ShepHyken

APRIL 22, 2019

This article is an interesting case study on Quicken Loans, who have found themselves on both lists. Here is a list of how ten companies are using innovation to be competitive, and in some cases (potentially) disrupting their industries. 5 Awesome Ways To Improve Your CSAT Survey Response Rates by Catherine Heath.

Customer Service 191

Customer Service Employee engagement Self service Surveys 191

ShepHyken

NOVEMBER 13, 2019

He shared a case study that I’ve often thought about and even referenced in my articles and videos. As customers were surveyed, they were asked to rank these 20 words based on how important they were to the decision of buying an IBM computer. I had the chance to attend a weekend marketing program at Kellogg with Professor Stern.

Customer Service 287

Customer Service Consulting Consulting Surveys 287

ShepHyken

DECEMBER 4, 2020

This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey. That means two-thirds of the organizations we surveyed have not prioritized customer experience in their budgets and overall strategy. Customer Experience Roadmap Case Study. What Happens When You Don’t Have a Clear Strategy?

Customer Experience 348

Customer Experience Airlines Customer centricity Surveys 348

Totango

SEPTEMBER 23, 2021

It’s important to note that Totango’s CSAT surveys are transactional, and measure the experience of a specific transaction, engagement or interaction. Like CSAT, NPS segregates a percentage of positive results from survey results to measure an aspect of customer satisfaction. How Do You Measure CSAT?

Surveys 101

Surveys Metrics Benchmark Wait times 101

Clarabridge

DECEMBER 7, 2016

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. When a customer responds to a survey, saying that you appreciate their feedback can go a long way.

Feedback 40

Feedback Surveys Technical Support Analytics 40

CSM Magazine

MAY 15, 2024

Look for case studies, statistics, and expert opinions that support or challenge your perspective. Additionally, consider conducting primary research by surveying or interviewing customers and customer service professionals.

Customer Service 52

Customer Service Best practices Feedback Surveys 52

Nicereply

MAY 6, 2021

Incorporating new information, like the results of a Net Promoter Score (NPS) survey , into your plan can help you be more impactful in your marketing efforts. If you survey all of your customers at once, use the full results to update your strategy. Use the language that happy customers use in their survey results.

Marketing 98

Marketing Surveys APIs Advertising 98

NobelBiz

DECEMBER 19, 2023

Brayan Carpio Senior Call Center Manager, Call4You Marketing Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case.

Call Center 105

Call Center Management Wait times Contact Center 105

Beyond Philosophy

JULY 9, 2015

The Nielsen Global Survey discovered a new way one could differentiate their brand and evoke positive emotions from its female Customers: through promoting their social responsibility programs. To see all the numbers from the survey, click here. Women make the lion’s share of shopping decisions in many categories.

Surveys 274

Surveys Customer centricity Marketing Customer Experience 274

delighted

DECEMBER 7, 2021

In this post, we’ll define what product-led growth is, investigate its evolution, and illustrate its benefits with real-life case studies. Lastly, we’ll explore why customer experience surveys are essential when developing your own user-focused product strategy. Product-led growth case studies.

B2B 77

B2B Enterprise Surveys Feedback 77

Nicereply

APRIL 4, 2022

If you ask someone who’s unhappy with your product to participate in a case study, they will very likely say no – and you might even damage your relationship further. Remember, NPS surveys are a goldmine of valuable data – but first of all, you need to understand them. How to follow up after the NPS survey.

Surveys 52

Surveys Metrics Marketing 52

Nicereply

APRIL 4, 2022

If you ask someone who’s unhappy with your product to participate in a case study, they will very likely say no – and you might even damage your relationship further. Remember, NPS surveys are a goldmine of valuable data – but first of all, you need to understand them. How to follow up after the NPS survey.

Surveys 52

Surveys Metrics Marketing 52

ShepHyken

JULY 15, 2016

For instance, say your organization relies on customer surveys and other conventional forms of customer feedback but has considered exploring other sources of customer feedback such as recorded calls in the contact center that can be analyzed to identify trends or sources of customer frustration that can be acted on.

Customer Experience 198

Customer Experience Journey mapping Feedback Surveys 198

Genroe

JANUARY 24, 2017

While there are many advanced statistical packages out there you don’t need them to perform a detailed and comprehensive analysis of your survey data. You can use the same techniques and approaches in Excel and in this post, I’ll take you through how to analyze survey data in Excel. Excel is a very good tool […].

Surveys 53

Surveys 53

Lumoa

DECEMBER 19, 2023

This involves analyzing information from various sources, including customer reviews, surveys, and social media conversations. Here are some case studies to show how AI is making this happen: Bank of America employs AI-driven sentiment analysis to capture VoC and identify customer pain point s.

Feedback 83

Feedback Banking Chatbots Automotive 83

ChurnZero

OCTOBER 22, 2021

satisfaction (is the customer a NPS Promoter or score highly on other satisfaction surveys?), To encourage internal participation, Nicole suggests incentivizing your CSMs by giving them a small stipend for each of customer who agrees to participate in a case study, act as a reference, and so on.

Customer advocacy 96

Customer advocacy SaaS Benchmark Healthcare 96

Hello Customer

FEBRUARY 6, 2020

The 2 Question Surveys. A classic Hello Customer survey contains one metric question like an NPS, CSAT or CES and only one open text question asking the respondent why they gave that score. I've seen many customer satisfaction surveys in my life but none with the format that Hello Customer uses and the response rates that come with it.

Marketing 88

Marketing Feedback Surveys Consulting 88

delighted

APRIL 13, 2022

Surveys : Likely the easiest way to gather qualitative or quantitative data, surveys allow you to deliver your research questions to your audience quickly and easily gather data for analysis. Case studies: Collecting stories from those who’ve used your products and services can help illuminate problems and successes.

Surveys 76

Surveys Customer effort Feedback Metrics 76

Beyond Philosophy

FEBRUARY 15, 2021

She had access to large-scale global tracker survey responses that numbered in the millions. In that case, Cheatham wanted the questions framed differently to reflect that variance from policy to individual service for the agent. Cheatham and her tool kit came into play with customer satisfaction measurement.

Finance 221

Finance Consulting Consulting Metrics 221