INDUSTRY INSIGHTS YOUR PEERS ARE READING
Often the real solution develops after the sales process—as with software or large plant-engineering and construction projects. Brand Communication Customer Experience Empathy Workplace customer experience employees Net Promoter NPS sales surveys voice of the customer MORE
Starting a Net Promoter program is about improving your customer experience and boosting your customer loyalty, but before you start wowing customers you have to survey them. And part of that process is deciding what type of survey to conduct: relationship, transactional or both. MORE
Customer Surveys. Unless and until your customers start contacting you on their own (which is highly unlikely as people generally are busy and have little to no time left for them), surveying customers is the only probable way of getting customer feedback. Email Surveys. MORE
When constructing a customer-centric organization, it is critical to be holistic – specifically because core behaviors and purpose should not change, whether a vendor or a key customer. MORE
Source: Aon Hewitt European Manager Survey 2011. Here are a few easy ways to improve your employee engagement: Conduct periodic employee surveys. Also, many times, companies usually have surveys that garner data which is of no use. Surveys must have questions that are actionable. MORE
It may mean having a difficult but necessary conversation, crying on your lunch break, constructively venting with a coworker or taking a mental health day. Start with an anonymous survey that features questions about what matters to them when it comes to their own wellbeing in the workplace. MORE
Surveys play a vital role in customer experience (CX) and are often referred to as the “backbone” of a successful program. While there are many ways to gather information from customers and consumers, surveys serve as a very important tool in collecting and managing feedback. MORE
You’ve decided to send surveys to your customers and clients, gain feedback, and use those insights to improve your business. But knowing what you want feedback on is only part of the battle — survey success also depends on choosing the right type of customer survey questions to get you the insights you need. Last week, we talked specifically about how to phrase your questions to avoid biasing the survey results. Types of survey questions. MORE
The Net Promoter Score gauges how loyal your customers are, by conducting short 2-minute surveys. By measuring customer loyalty you can identify customer experience weak points that need improving, but to do this, you need to know how to conduct Net Promoter surveys. MORE
It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). MORE
You’ve decided to send surveys to your customers and clients, gain feedback, and use those insights to improve your business. But knowing what you want feedback on is only part of the battle — survey success also depends on choosing the right type of customer survey questions to get you the insights you need. Last week, we talked specifically about how to phrase your questions to avoid biasing the survey results. Types of survey questions. MORE
Customer feedback surveys are the bread and butter of support—whether you’re sending out customer satisfaction surveys (CSAT), net promoter score surveys (NPS), or asking about customers’ effort (CES) with your product, your team has probably asked a customer to rank you on a scale in the past year. MORE
There should be measurable ways to evaluate an employee’s performance, such as providing customer feedback forms, sending out surveys, and speaking directly to customers. Regardless of how many employees your call center has, customer service should always be on everyone’s mind at all times. MORE
But, there is only one method that helps you gather direct customer feedback and quantitative data across digital touchpoints: customer experience surveying. Using the right customer experience survey software, surveys can be triggered or sent after any digital customer interaction and can be delivered to customers via multiple digital channels. With the right customer experience surveying platform , feedback arrives in real-time. MORE
To identify the happiness level of your employees, you should use job satisfaction surveys. Using job satisfaction surveys to improve employee engagement. You can do this through a job satisfaction survey. Things to keep in mind before conducting a job satisfaction survey. MORE
Sending surveys. But, in order to be successful, you need to create surveys deliberately. You need the right survey tools. When it comes to choosing survey tools, there are a number of factors at play. You’ll need to assess what type of surveys you want to send, which tools are robust enough to meet your needs, as well as what analytics are provided. That’s why we’re sharing everything we know about survey tools (after all, we are one!). MORE
Customer satisfaction questionnaires, also known as Customer Satisfaction Score (CSAT) surveys , keep your customers engaged with your brand, keep them feeling invested in their experience, and keeps them from churning away. After you’ve been surveying your customers for a little bit of time, you can start to see trends arise and are more likely to notice it if something shifts in your customer experience—especially if customer satisfaction drops rapidly. MORE
Now, not only can you gather more feedback than ever before using our previous feature updates ( Projects , Smileys and Thumbs surveys , Link and QR code ), you can turn all of that feedback into social proof on your website, too. The surveys look great in every channel to boot. MORE
Field Services USA and WBR Digital conducted a survey of leading-industry field services companies, 60% of which have 2,001 employees or more and most of which are profit centers. New study examines increasing business value from evolving customer touchpoints. MORE
Have you ever sent a survey and realized, after the fact, that your questions were confusing or misleading? And while bad survey questions aren’t the end of the world, they can easily muddy your data and derail your business decisions. Examples of Bad Survey Questions. This language influences the survey taker’s selection. Assumptive questions leave out essential information that is necessary to understand the survey-taker. Online Surveys MORE
Using NPS for performance measurement will ensure that those being measured will manipulate the survey processes. If you are running a transactional survey then implement service recovery to turn around unhappy customers. Survey Consistency is Vital. Keep the Survey Short. MORE
Many customer satisfaction surveys and other feedback methods suffer from uneven representation and bias. For example, if only one type of customer is responding to your tech support survey, perhaps those that had great experiences, your data will be skewed. MORE
Customer surveys are the perfect tool to take the pulse of the customer. That said, not all customer satisfaction surveys are created equal. Here are a few best practices to keep in mind when developing a customer survey that can tap into your customer base’s unique needs: 1. MORE
The Addison Group found in one study that while 72% of workers surveyed indicated they were satisfied with their job, 60% were still looking for another job. Regular constructive feedback is integral in effectively engaging your team members. What Is Employee Engagement? MORE
If you consider the metric’s title and the construction of the question above, you should see that the CES is concerned with transactional ease. When we work with future clients, we often get a lot of questions about customer experience metrics. MORE
Companies willing to make that kind of investment expect great results, and conference/event surveys help them deliver. Surveys make an excellent addition to the marketing toolbox. Event & Conference Survey Questions from Beginning to Send. Pre-event survey questions. MORE
According to a recent eMarketer survey , nearly one-third of the world is using social media this year. A reliable source for vital customer information, social profiling is an important tool in constructing effective personalization and customer segmentation strategies. Disrupter No. MORE
Customer preferences change frequently—especially when interacting with brands—so surveys and methods of contact must follow suit. When reviewing one of my columns from last year on how to design and build a great survey , I was surprised to discover how different the piece would be if I were writing it today. As times change and customer preferences evolve, so do the dos and don’ts of constructing effective surveys. Structure your survey to prevent bias. MORE
When trying to determine the best scale to use for customer satisfaction surveys, your decision should address these three important areas: What is the data collection methodology? How will the survey results be used? How will the survey results be used? MORE
VHT has periodically surveyed callers to gauge their interest in using a callback option. In one study, the majority of survey respondents — 63 percent — preferred callback to waiting on hold. MORE
In a previous post, we discussed how device-ready customer feedback surveys can benefit your customer experience. Now we’ll go into the finer details of how to construct a flexible survey. Include an open-ended question in your survey to let your customer’s voice shine through. MORE
You’ve conducted surveys, created committees, put in recognition programs, and still you struggle. A Towers Watson survey, shows that only half of managers set effective employee goals. Get a Constructive Process. Surveys that “only” ask you to rate agent performance. MORE
The original CES was a survey question that asked customers how much effort they had to put forth to get their issue resolved. recall bias and extreme response bias) that plague surveys as a VoC instrument. we also wanted people to fill out the survey so that we could do the analysis. MORE
Today's post is a slightly-updated version of one I originally published on Compellon 's blog on January 25, 2017, which is a largely-modified version of a very-popular post I wrote on CX Journey™ five years ago titled 22 Tips for Survey Design. then the question is poorly constructed. MORE
How Best to Create a B2B Survey. With that in mind, it is generally more useful to conduct a formal survey. The most crucial part of creating a survey is to consider what results you are anticipating. Some tips for survey construction: Make surveys clear and concise. MORE
Managers and team leaders should focus on providing constructive feedback in order to optimize the work of their employees as well as their own efforts. Constructive feedback is the best thing a manager can give to his employees. Feedback surveys. MORE
One state government agency shared how its traditional annual employee survey spurred enterprise-wide action to make things better. Another organization shared that the start of its turnaround began with its first employee survey – that delivered a negative eNPS score. MORE
What’s more, insights the survey uncovers can be used to develop strategies to improve employee loyalty. The survey asks employees the reasons for their ratings using an unstructured, open-ended question. Ensure complete anonymity for those responding to the survey. MORE
The key to training top bankers is reinforcing their skills and letting them know we care by not only highlighting the things they do RIGHT, but providing constructive criticism when they fall short on delivering excellent client service.”. MORE
In a previous post on biased survey questions , we went through how bad survey questions (e.g. leading or double-barreled questions) can negatively impact your survey results. In this post, we’ll be diving into the other major cause of misleading survey data: survey bias. That “encouragement” towards a specific outcome is what leads to survey bias, where you may only be getting one type of customer perspective, or an inaccurate perspective. MORE
Companies tend to view only positive reviews as signs of loyalty, but a large segment of customers say this trait also includes honest, constructive feedback. People who provide both positive and straightforward, constructive feedback may actually be a brand’s most invested and loyal customer base. Over 70% of consumers surveyed say they feel a responsibility for creating a better customer experience. MORE
PeopleMetrics
NOVEMBER 3, 2014
In a previous post, we discussed how device-ready customer feedback surveys can benefit your customer experience. Now we’ll go into the finer details of how to construct a flexible survey. Include an open-ended question in your survey to let your customer’s voice shine through.
GetFeedback
NOVEMBER 20, 2018
Companies willing to make that kind of investment expect great results, and conference/event surveys help them deliver. Surveys make an excellent addition to the marketing toolbox. Event & Conference Survey Questions from Beginning to Send. Pre-event survey questions.
GetFeedback
AUGUST 2, 2018
Have you ever sent a survey and realized, after the fact, that your questions were confusing or misleading? And while bad survey questions aren’t the end of the world, they can easily muddy your data and derail your business decisions. Examples of Bad Survey Questions. This language influences the survey taker’s selection. Assumptive questions leave out essential information that is necessary to understand the survey-taker. Online Surveys
GetFeedback
MARCH 22, 2019
To identify the happiness level of your employees, you should use job satisfaction surveys. Using job satisfaction surveys to improve employee engagement. You can do this through a job satisfaction survey. Things to keep in mind before conducting a job satisfaction survey.
GetFeedback
MARCH 23, 2019
Sending surveys. But, in order to be successful, you need to create surveys deliberately. You need the right survey tools. When it comes to choosing survey tools, there are a number of factors at play. You’ll need to assess what type of surveys you want to send, which tools are robust enough to meet your needs, as well as what analytics are provided. That’s why we’re sharing everything we know about survey tools (after all, we are one!).
Customer Relationship Metrics
MAY 8, 2017
When trying to determine the best scale to use for customer satisfaction surveys, your decision should address these three important areas: What is the data collection methodology? How will the survey results be used? How will the survey results be used?
|
ChurnZero
MARCH 29, 2019
How Best to Create a B2B Survey. With that in mind, it is generally more useful to conduct a formal survey. The most crucial part of creating a survey is to consider what results you are anticipating. Some tips for survey construction: Make surveys clear and concise.
Talkdesk
AUGUST 19, 2015
Customer surveys are the perfect tool to take the pulse of the customer. That said, not all customer satisfaction surveys are created equal. Here are a few best practices to keep in mind when developing a customer survey that can tap into your customer base’s unique needs: 1.
CX Journey
FEBRUARY 14, 2017
Today's post is a slightly-updated version of one I originally published on Compellon 's blog on January 25, 2017, which is a largely-modified version of a very-popular post I wrote on CX Journey™ five years ago titled 22 Tips for Survey Design. then the question is poorly constructed.
Verint
NOVEMBER 27, 2017
Customer preferences change frequently—especially when interacting with brands—so surveys and methods of contact must follow suit. When reviewing one of my columns from last year on how to design and build a great survey , I was surprised to discover how different the piece would be if I were writing it today. As times change and customer preferences evolve, so do the dos and don’ts of constructing effective surveys. Structure your survey to prevent bias.
delighted
JUNE 13, 2019
In a previous post on biased survey questions , we went through how bad survey questions (e.g. leading or double-barreled questions) can negatively impact your survey results. In this post, we’ll be diving into the other major cause of misleading survey data: survey bias. That “encouragement” towards a specific outcome is what leads to survey bias, where you may only be getting one type of customer perspective, or an inaccurate perspective.
|
Verint
DECEMBER 20, 2016
Surveys play a vital role in customer experience (CX) and are often referred to as the “backbone” of a successful program. While there are many ways to gather information from customers and consumers, surveys serve as a very important tool in collecting and managing feedback.
delighted
MAY 31, 2019
You’ve decided to send surveys to your customers and clients, gain feedback, and use those insights to improve your business. But knowing what you want feedback on is only part of the battle — survey success also depends on choosing the right type of customer survey questions to get you the insights you need. Last week, we talked specifically about how to phrase your questions to avoid biasing the survey results. Types of survey questions.
delighted
MAY 31, 2019
You’ve decided to send surveys to your customers and clients, gain feedback, and use those insights to improve your business. But knowing what you want feedback on is only part of the battle — survey success also depends on choosing the right type of customer survey questions to get you the insights you need. Last week, we talked specifically about how to phrase your questions to avoid biasing the survey results. Types of survey questions.
CustomerGauge
JANUARY 15, 2016
The Net Promoter Score gauges how loyal your customers are, by conducting short 2-minute surveys. By measuring customer loyalty you can identify customer experience weak points that need improving, but to do this, you need to know how to conduct Net Promoter surveys.
GetFeedback
JUNE 3, 2019
Customer satisfaction questionnaires, also known as Customer Satisfaction Score (CSAT) surveys , keep your customers engaged with your brand, keep them feeling invested in their experience, and keeps them from churning away. After you’ve been surveying your customers for a little bit of time, you can start to see trends arise and are more likely to notice it if something shifts in your customer experience—especially if customer satisfaction drops rapidly.
PeopleMetrics
OCTOBER 19, 2015
If you consider the metric’s title and the construction of the question above, you should see that the CES is concerned with transactional ease. When we work with future clients, we often get a lot of questions about customer experience metrics.
Genroe
JANUARY 21, 2015
Using NPS for performance measurement will ensure that those being measured will manipulate the survey processes. If you are running a transactional survey then implement service recovery to turn around unhappy customers. Survey Consistency is Vital. Keep the Survey Short.
Horizon CX
APRIL 4, 2019
Often the real solution develops after the sales process—as with software or large plant-engineering and construction projects. Brand Communication Customer Experience Empathy Workplace customer experience employees Net Promoter NPS sales surveys voice of the customer
Callminer
JULY 23, 2019
One state government agency shared how its traditional annual employee survey spurred enterprise-wide action to make things better. Another organization shared that the start of its turnaround began with its first employee survey – that delivered a negative eNPS score.
Customer Relationship Metrics
JULY 26, 2017
You’ve conducted surveys, created committees, put in recognition programs, and still you struggle. A Towers Watson survey, shows that only half of managers set effective employee goals. Get a Constructive Process. Surveys that “only” ask you to rate agent performance.
CSM Magazine
AUGUST 2, 2019
Many customer satisfaction surveys and other feedback methods suffer from uneven representation and bias. For example, if only one type of customer is responding to your tech support survey, perhaps those that had great experiences, your data will be skewed.
Nicereply
JUNE 18, 2019
Customer feedback surveys are the bread and butter of support—whether you’re sending out customer satisfaction surveys (CSAT), net promoter score surveys (NPS), or asking about customers’ effort (CES) with your product, your team has probably asked a customer to rank you on a scale in the past year.
Customer Service Life
APRIL 1, 2019
It may mean having a difficult but necessary conversation, crying on your lunch break, constructively venting with a coworker or taking a mental health day. Start with an anonymous survey that features questions about what matters to them when it comes to their own wellbeing in the workplace.
Tethr
JUNE 21, 2019
The original CES was a survey question that asked customers how much effort they had to put forth to get their issue resolved. recall bias and extreme response bias) that plague surveys as a VoC instrument. we also wanted people to fill out the survey so that we could do the analysis.
VHT
OCTOBER 16, 2018
VHT has periodically surveyed callers to gauge their interest in using a callback option. In one study, the majority of survey respondents — 63 percent — preferred callback to waiting on hold.
CrazyCall
FEBRUARY 28, 2019
Managers and team leaders should focus on providing constructive feedback in order to optimize the work of their employees as well as their own efforts. Constructive feedback is the best thing a manager can give to his employees. Feedback surveys.
Customer Guru
MAY 22, 2018
Source: Aon Hewitt European Manager Survey 2011. Here are a few easy ways to improve your employee engagement: Conduct periodic employee surveys. Also, many times, companies usually have surveys that garner data which is of no use. Surveys must have questions that are actionable.
PeopleMetrics
FEBRUARY 26, 2018
It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS).
OctopusTech
AUGUST 13, 2018
Customer Surveys. Unless and until your customers start contacting you on their own (which is highly unlikely as people generally are busy and have little to no time left for them), surveying customers is the only probable way of getting customer feedback. Email Surveys.
delighted
AUGUST 16, 2019
But, there is only one method that helps you gather direct customer feedback and quantitative data across digital touchpoints: customer experience surveying. Using the right customer experience survey software, surveys can be triggered or sent after any digital customer interaction and can be delivered to customers via multiple digital channels. With the right customer experience surveying platform , feedback arrives in real-time.
Etech GS
JULY 3, 2019
The Addison Group found in one study that while 72% of workers surveyed indicated they were satisfied with their job, 60% were still looking for another job. Regular constructive feedback is integral in effectively engaging your team members. What Is Employee Engagement?
Ann Michaels and Associates
OCTOBER 28, 2018
The key to training top bankers is reinforcing their skills and letting them know we care by not only highlighting the things they do RIGHT, but providing constructive criticism when they fall short on delivering excellent client service.”.
Satrix Solutions
SEPTEMBER 18, 2018
What’s more, insights the survey uncovers can be used to develop strategies to improve employee loyalty. The survey asks employees the reasons for their ratings using an unstructured, open-ended question. Ensure complete anonymity for those responding to the survey.
inmoment
JUNE 17, 2019
Companies tend to view only positive reviews as signs of loyalty, but a large segment of customers say this trait also includes honest, constructive feedback. People who provide both positive and straightforward, constructive feedback may actually be a brand’s most invested and loyal customer base. Over 70% of consumers surveyed say they feel a responsibility for creating a better customer experience.
CSM Magazine
FEBRUARY 4, 2019
When constructing a customer-centric organization, it is critical to be holistic – specifically because core behaviors and purpose should not change, whether a vendor or a key customer.
HGS
OCTOBER 26, 2016
According to a recent eMarketer survey , nearly one-third of the world is using social media this year. A reliable source for vital customer information, social profiling is an important tool in constructing effective personalization and customer segmentation strategies. Disrupter No.
delighted
JULY 23, 2019
Now, not only can you gather more feedback than ever before using our previous feature updates ( Projects , Smileys and Thumbs surveys , Link and QR code ), you can turn all of that feedback into social proof on your website, too. The surveys look great in every channel to boot.
Etech GS
AUGUST 28, 2018
There should be measurable ways to evaluate an employee’s performance, such as providing customer feedback forms, sending out surveys, and speaking directly to customers. Regardless of how many employees your call center has, customer service should always be on everyone’s mind at all times.
CSM Magazine
MARCH 27, 2017
Field Services USA and WBR Digital conducted a survey of leading-industry field services companies, 60% of which have 2,001 employees or more and most of which are profit centers. New study examines increasing business value from evolving customer touchpoints.
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