ProProfs Blog

OCTOBER 30, 2021

Apart from this, you can conduct regular user experience surveys to take the pulse of your software or website users. UX surveys are only as good as the questions you ask your participants. To help you navigate this, I bring a list of 10 user experience surveys questions you should never forget to ask. How to Conduct UX Surveys.

Surveys 139

Surveys Best practices Construction Analytics 139

CSM Magazine

DECEMBER 18, 2023

Survey Says: Customer Service Needs Improvement Customer Care Measurement & Consulting (CCMC), a company specializing in customer service research, conducts periodic customer rage surveys. OTRS surveyed 500 global customer service leaders to find out if and how they are supporting their business’ revenue goals.

Personalization 52

Personalization Customer Service Multi-channel support Surveys 52

ChurnZero

MARCH 18, 2022

A [Dave]: I personally think it’s misleading. A [Dave]: I would note in the footnotes that some people have opt outs, but personally they were not available to renew. My first answer is – just as a business finance-oriented person and former CEO – I like the notion of each CSM having their own MRR.

SaaS 98

SaaS Metrics Enterprise Surveys 98

delighted

JULY 13, 2021

Employee surveys are some of the most effective ways to understand employee attitudes, beliefs, and feelings. That’s why it’s critical to understand the structure of employee surveys and how to create impactful ones for your organization. Relational vs. transactional employee surveys. Anatomy of an employee survey: 3 components.

Surveys 98

Surveys Employee engagement Metrics Feedback 98

Toister Performance Solutions

JUNE 2, 2022

There's a good chance you and your colleagues have had a tortured conversation about customer service surveys. What type of survey is best? Executives worry whether a customer upset about a defective product will “unfairly” give the customer service team a low score on its post-transaction survey. Are the scores all fair?

Surveys 71

Surveys Customer Service Advertising Wait times 71

Comm100

MARCH 13, 2023

The benefits of chatbots in student recruitment are abundant and clear – 24/7 availability, increased support capacity, faster response, personalized support… and the list goes on. You can download the survey results for free below. Now, providing overnight support from agents is of course cost prohibitive for most institutions.

Chatbots 75

Chatbots Surveys Education Wait times 75

ProProfs Blog

MARCH 27, 2019

The hardest part of creating a customer satisfaction survey isn’t getting your customers to take the survey. Many customers would be willing to attempt any survey you present in front of them. However, whether they’ll complete the survey or leave it midway is something you can’t be sure of. Define Your Survey Goal.

Best practices 84

Best practices Surveys Personalization Customer Support 84

delighted

FEBRUARY 9, 2021

One of the most common questions we get from our customers is: What type of survey response rate can I expect? When doing some research, you’ll see a wide range of numbers on what a “good” or “average” survey response rate is. What is a survey response rate? What is a good survey response rate?

Surveys 76

Surveys B2C B2B Feedback 76

Beyond Philosophy

JANUARY 14, 2023

In sales, it can be tough to know when a customer is no longer deciding but already decided—unless, of course, they tell you that out loud. However, there are several signals that a person sends when they are ready to buy. Complete this short survey. In this episode we tell you and explain the psychology behind it.

Consulting 243

Consulting Consulting Sales Surveys 243

GetFeedback

DECEMBER 27, 2018

According to AgilOne’s Consumer Survey , over 70% of US and UK consumers expect some form of personalization from the brands they buy from. Consumers want a personalized customer experience , and they’re willing to hand over data to get it. Online surveys are an essential tool in any customer feedback program.

Surveys 90

Surveys Feedback Abandon rate Personalization 90

Nicereply

FEBRUARY 16, 2022

NPS (or Net Promoter Score) surveys are a great way to understand how your customers feel. They are easy to implement, easy to answer, and proven to predict future customer loyalty better than other surveys. Below, we offer five tips on how our customers have improved their NPS survey response rates. Consider two people.

Surveys 52

Surveys Feedback Analytics Metrics 52

ShepHyken

SEPTEMBER 30, 2020

And of course, one of my favorite “holidays” is National Customer Service Week , which happens the first full week of October each year. We surveyed over 1,000 consumers as part of our 2020 Achieving Customer Amazement Survey and asked them just that. This year it’s October 5-9. It’s useful to know what to avoid.

Customer Service 314

Customer Service Surveys Accountability Customer Experience 314

Satrix Solutions

JUNE 10, 2020

As customer experience consultants for B2B companies, we’ve heard from many business leaders who have struggled to get customers to respond to their survey requests. Watch the video or read the transcript below: Survey Distribution Methods. Let’s jump into this and we’ll start with the type of distribution of survey emails.

Surveys 78

Surveys Feedback SaaS B2B 78

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. Salesforce sent surveys to attendees during and after Dreamforce.

Surveys 79

Surveys Feedback Analytics Abandon rate 79

Satrix Solutions

APRIL 20, 2021

Today you’re launching your Customer Satisfaction or Net Promoter Score survey. You put a lot of time and effort into writing your survey questions. The team agreed on which customer contacts would get the survey. The customer satisfaction survey is now ready for distribution. You hit the send button.

Surveys 78

Surveys B2B Advertising Feedback 78

GetFeedback

MAY 8, 2019

Our inboxes receive surveys from companies we have done business with, asking for our feedback on a purchased product or service or an experience with their customer support desk. We are asked to participate in surveys about political candidates, about breakfast food, and much more. . Why every business should be using surveys.

Surveys 68

Surveys Feedback Personalization Sales 68

ProProfs Blog

JULY 18, 2019

Have you personalized your marketing strategy? I started to notice more and more personalized campaigns a few years ago, and back then personalization was a kind of a revolution in the marketing industry. So, marketing ideas that were based on personalization made me think: why have I not thought of this before?

Personalization 92

Personalization Marketing Real estate Surveys 92

ShepHyken

MARCH 18, 2024

The competition isn’t just your direct competitors, although they’re still there of course. Specifically, we can create higher levels of personalization and use data to better understand our customers. by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand.

Customer Service 198

Customer Service Government Customer centricity Customer Experience 198

ShepHyken

SEPTEMBER 24, 2023

Simply put, this survey tool helps measure the customer’s “satisfaction” with the company’s product or service. This comprehensive article covers the advantages of the survey and how to calculate the score correctly. But honoring is bottom line about how a person is treated. Just when you think you understand CSAT, think again.

Customer Service 172

Customer Service Morale Surveys Consulting 172

delighted

JULY 30, 2020

In this guide, we’ll break down easy-to-use survey types and suggest questions to include in your return-to-school pulse surveys to help prioritize feedback for a safe and comfortable start of the semester. Crafting your return-to-school survey. Customizable survey templates for return-to-school feedback.

Surveys 81

Surveys Education Feedback Personalization 81

Ann Michaels and Associates

MAY 14, 2021

With the rise of reviews online and social media, many companies have opted out of sending their clients surveys altogether. Do surveys still play an important role? Down the road the same person may have an unfavorable experience at your place of business. The Case For Surveys. Keep your surveys short and to the point.

Surveys 45

Surveys Entertainment Advertising B2B 45

JustCall

SEPTEMBER 6, 2021

This is how Jeff Bezos described personalization in 1998 - as a phenomenon of incredible importance. This is how statistics dictate the value of overall personalization. In the vertical of support as well, personalized customer service can help you achieve great success and build rapport with your customers. Don’t be automated.

Personalization 52

Personalization Customer Service CRM Customer retention 52

GetFeedback

FEBRUARY 6, 2019

You can use online surveys. Here are some tips on building effective online surveys that will work. Online survey tip 1: establish a new wave of trust. Make sure that all of your surveys are well-written and polished before you send them out. Online survey tip 2: execute your promises effectively.

Surveys 74

Surveys Education Marketing Management 74

Beyond Philosophy

DECEMBER 10, 2022

Unless, of course, the viral post is about how you broke a guitar during a customer’s flight and then showed “indifference” to their complaint. When you want a person to do something, you have probably heard that you should explain the benefits they will enjoy from doing so. Complete this short survey.

Airlines 170

Airlines Consulting Consulting Surveys 170

Hero Digital

MARCH 9, 2020

Over the last decade, marketers refined their strategy, becoming hyperfocused on account-based marketing (ABM) and genuine “personalization” of audiences. Humans are naturally great at personalization—we just need to translate this into our technology. So how can you scale 1:1 human interactions with tech?

Personalization 52

Personalization Technology B2C B2B 52

AskNicely

JULY 19, 2017

The online survey. The online survey is killing cats and kittens left, right and center, and threatening the structural integrity of the online environment. In fact, most people will take some time to play with the cat, which will, in turn, tailor its responses to the interactions of the person who is playing with it.

Surveys 60

Surveys Feedback Engineering Personalization 60

Toister Performance Solutions

SEPTEMBER 13, 2018

Yet I've never used a survey. Customers are inundated with surveys, so it's important to think carefully before rolling out yet another one. Subscribers have always been able to reply to any email and send a message directly to my personal email address. You can get five more survey alternatives from this old post.

Feedback 80

Feedback Surveys Advertising Customer Service 80

AskNicely

MARCH 16, 2017

Of course, at AskNicely, we’re all about making things easy, so our HubSpot integration is super simple to install – you can have the two systems integrated and be sending out customised NPS surveys to your customer base within 15 minutes – honestly! If you don’t believe me, set your stopwatch, start a trial and see for yourself.

Surveys 60

Surveys CRM Feedback Accountability 60

ShepHyken

MAY 9, 2022

Customers Weigh in: Loyalty is Conditioned on a Personalized Experience by John Nash. AiThority) In a recent Dynata survey on customer loyalty, 74% of consumers indicated that feeling valued and understood both factor more into brand loyalty than across-the-board discounts and perks. Of course, not!

Customer Service 168

Customer Service Engineering Personalization Surveys 168

Kayako

NOVEMBER 1, 2017

Unhelpful, disinterested, and inattentive were signature to this cable company’s personal touch. Implement a personal, branded style for customer support that leads to more customers coming away with positive and memorable live chat support experiences. You can build a truly personal and branded experience on top of this.

Personalization 85

Personalization Scripts Chatbots Feedback 85

ShepHyken

SEPTEMBER 22, 2023

From AI-powered chatbots to hyper-personalization, and with the aid of knowledge-base management solutions , the future of customer service is bright and full of potential. According to a global consumer survey , 60% of customers would buy more from a company that treats them better, while 62% believe businesses need to care more about them.

Customer Service 152

Customer Service Chatbots Self service Customer Care 152

Callminer

MAY 27, 2020

“Traditionally, employee engagement might be examined by HR by way of an annual survey once a year, and this practice still occurs in many organizations. The module can be a mix of a graphic overview of the new business strategy, video-presentations of new employees, and a brush-up GDPR course. .” – Tarika.A,

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

TechSee

OCTOBER 9, 2018

According to a survey by Desk.com , 25% of millennials expect to get a response within 10 minutes after reaching out for customer service via social media. According to a Techsmith survey , Millennials are twice as likely to choose visual communication methods, such as screenshots, screencasts, or videos, compared with Baby Boomers.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

Lumoa

FEBRUARY 2, 2023

These elements, and others, are still significant today, of course. Where and how they take place has changed, of course. If your digital marketing isn’t up to snuff, check out these great digital marketing courses to get caught up. One of the easiest ways to understand your customers is to send them a survey.

Customer Experience 94

Customer Experience Chatbots Surveys Journey mapping 94

Playvox

MARCH 7, 2024

Beyond celebrating National Women’s History Month, the commemoration of this date calls for a deeper assessment of how best practices and policies can be adopted to support women’s personal and professional growth. Implement Surveys and Focus Groups Check the road map in your organization and female talent needs.

Best practices 87

Best practices Surveys Consulting Consulting 87

ShepHyken

FEBRUARY 19, 2023

Of course, you would!) He surveyed 20,000 consumers and 152 brands over the past 12 years to understand how “brand love” drives profits. In our customer service research , 40% of the thousand+ consumers we surveyed admitted to yelling at a customer service agent. Consumers don’t just like these brands — they love them.

Customer Service 156

Customer Service Surveys Customer Experience Personalization 156

ShepHyken

MARCH 14, 2022

MarTech Cube) Amid ever-rising consumer expectations, supply chain disruptions, and less access to third-party data, Yotpo’s annual State of Brand Loyalty survey reveals just how hard brands have to work to earn loyalty that drives positive business outcomes. And, of course, there is much more.

Journey mapping 183

Journey mapping Customer Service Entertainment Call Center 183