ProProfs Blog

DECEMBER 6, 2019

Immediately after an Uber ride, you are asked a heartfelt question, “ How was your recent trip with (the driver’s name)? Giving feedback at that time can feel like a task sometimes, especially when you are in a hurry to start/end your day. The organizations that proactively invite and accept customer feedback have a better brand image.

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Feedback Surveys Sales Benchmark 124

ShepHyken

NOVEMBER 22, 2017

The head of the service department mentioned I would be getting a survey emailed to me and asked if I would take a few minutes to complete it. Sure enough, a day later the email survey showed up in my inbox. I will always remember the first survey. So, I started the survey. I was tired with this survey.

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Surveys Feedback Customer Service Customer Experience 227

Interaction Metrics

DECEMBER 8, 2023

Whether those numbers are exactly right is questionable, but the sentiment certainly underscores the importance of keeping your customers happy – which is precisely why you need to know how to get customer feedback. What’s Customer Feedback? Net Promoter Score) Survey answers to open-ended questions (e.g.,

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Feedback Construction Surveys Metrics 62

Nicereply

APRIL 29, 2024

No matter what your job title is, you’re more than likely to receive some form of negative feedback. Whether a customer complaint or a note from a supervisor, all forms of feedback can be helpful to you. This article will give you the tools necessary to respond to negative feedback calmly and professionally.

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Feedback Construction B2B Call Center 52

Advantage Communications

JANUARY 20, 2022

With the rise of customer-centric business strategies, an increasing number of organizations are focusing on customer experience metrics to guide the way they do business.

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Feedback Surveys Customer Service Customer centricity 97

ProProfs Blog

OCTOBER 30, 2020

How likely will you recommend our product to your family or friend? These customer survey questions are a great way to check your customer’s happiness with your products and services. . Good customer survey questions capture the real emotions of the customers that reflect the perception of the brand.

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Surveys Feedback Customer Support Construction 158

ProProfs Blog

MARCH 26, 2021

Hence, customer satisfaction at every point of the customer journey should be the number one priority for any organization. Customer feedback is one of the easiest ways to understand customer satisfaction. Are they happy with your products and services? Are they satisfied with your customer service?

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Feedback Surveys Customer retention Metrics 78

ShepHyken

NOVEMBER 6, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: The “mental load” referred to in this article is about frustration, anxiety, and fatigue over a customer service/support experience. I’m a fan of surveys, but only if they are done correctly.

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Customer Service Self service Surveys Contact Center 171

ShepHyken

NOVEMBER 13, 2020

He writes about what specifically makes feedback effective in helping you improve your customer service. Feedback, the one thing that businesses know that they need but dread to receive it at the same time. But at the end of the day, it’s the feedback that makes or breaks a company. Net Promoter Score (NPS).

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Feedback Customer Experience Surveys Construction 320

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

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Wait times Feedback CRM Surveys 93

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! Just like a hapless tourist, customers are eager to share details of their experience.

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Analytics Feedback Metrics Surveys 83

PeopleMetrics

AUGUST 22, 2022

Customer satisfaction surveys have traditionally focused on collecting aggregate data. However, many customers today often feel less than satisfied with this “open-loop system.” They expect that if they take the time to provide personal feedback, the company should take the time to provide personal follow-up.

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Feedback Surveys Metrics Journey mapping 71

ShepHyken

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. Here are eight different ways to streamline your customer support. Here are my top five picks from last week.

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Customer Service Customer Support Surveys Self service 390

ShepHyken

NOVEMBER 27, 2020

She provides multiple strategies to improve the customer experience in order to gain and retain repeat customers. It’s been said that customer service is dead. We live in such an instant gratification world that customers will often simply seek the next best thing if they don’t get the desired outcome to start.

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Customer Experience Wait times Surveys Feedback 390

JustCall

AUGUST 1, 2021

After all, it's all about who puts up a 5-star service. And a text survey helps you increase customer satisfaction by gathering feedback on questions that otherwise go unanswered. So, text surveys will get a higher response rate than any other method like email. What is a Text Survey?

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Surveys Real estate Feedback Customer retention 98

Global Response

FEBRUARY 26, 2024

In today’s world, customers expect not only excellent products but also excellent service. Quality customer service matters; just look at the numbers: 83% of customers are more loyal to businesses that respond to and resolve their complaints. So just what is high-quality customer service?

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Call Center Customer Service outsourcing CRM 62

Nicereply

APRIL 11, 2023

How can you create feedback forms your customers want to answer? Use these best practices and checklists to turn your feedback forms into key sources of customer insights for your business. Without customer feedback, you’re in the dark. That might be your customers , stakeholders , or patients.

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Best practices Feedback Surveys Airlines 52

Fonolo

AUGUST 10, 2021

No matter how great your product or service is, the success of your contact center largely depends on the customer service you provide. Ultimately, if customers don’t have a good experience, they’re likely not going to call back. Start by creating a customer care vision and set goals. DID YOU KNOW?

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Contact Center Customer Service Agent burnout Customer Care 167

JustCall

OCTOBER 22, 2023

Did you know 62% of customer service channel transitions are “high effort” for customers? This means that if the transition between channels is not seamless, it may not result in a positive customer experience (CX). Getting Honest Feedback: Sometimes, customers aren’t completely honest in their feedback.

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Surveys Best practices Feedback First call resolution 52

delighted

DECEMBER 5, 2022

Many CX platforms have robust free plans that allow you to capture feedback from your customers or employees, analyze that feedback, and put the insights into action, without spending a dime. Let’s take a look at the 4 ways to make the most out of a free survey program and capitalize on its infinite return on investment (ROI).

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Surveys Feedback Best practices APIs 90

Toister Performance Solutions

AUGUST 30, 2018

The real impact was it caused her stress and negatively impacted the service she provided. Customer service teams have a lot of goals. Here's how to write ones that will help drive the right performance. Hallmarks of Bad Goal Customer service leaders often struggle to set goals that drive the right behaviors.

Customer Service 144

Customer Service Advertising Technical Support Surveys 144

C3Centricity

FEBRUARY 13, 2024

Last week I spoke about the importance of actioning customer feedback. I want to continue this topic focussing on using the information for continuous improvement of the brands and services you offer. And customers expect businesses to be constantly adapting and preparing for their future needs.

Feedback 90

Feedback Surveys Marketing Customer Experience 90

Toister Performance Solutions

MAY 11, 2023

You've sent your team through customer service training. Those post-training surveys don't seem like enough. I've repeatedly used them to demonstrate the impact of customer service training to executives. Why evaluate customer service training? Improve customer service" is too vague.

Customer Service 88

Customer Service Surveys Best practices Customer retention 88

Toister Performance Solutions

SEPTEMBER 13, 2018

I frequently use subscriber feedback to improve my Customer Service Tip of the Week email newsletter. 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. Here are five ways I collect and use voice of customer feedback.

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Feedback Surveys Advertising Customer Service 80

ShepHyken

NOVEMBER 6, 2020

He shares the process of conducting consumer research and how to implement your findings into the customer experience. Whole Foods understands what drives their customers’ purchase behavior. Understanding your consumer is a key piece of customer service and developing loyalty to your brand. Most likely no.

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Marketing Customer Service Consulting Consulting 260

ShepHyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? One of the most important parts of this process is making sure that you’re asking customers the right questions. accounting, legal services).

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Customer Service Surveys Customer Experience Accountability 311

JustCall

OCTOBER 25, 2023

To know how efficient an agent is, companies use several data analytics tools and reports. But while these agent performance measurement tools are effective, why not ask the customer to provide feedback? This is where post-call surveys come into play. This helps customers feel heard and valued.

Surveys 52

Surveys Best practices Feedback Metrics 52

Lumoa

FEBRUARY 7, 2023

Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. Customers don’t always take the time to express their feelings. Analyzing the feedback that you do get can be overwhelming, especially when it’s coming from so many different sources.

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Customer centricity Feedback Surveys Metrics 169

ShepHyken

MAY 20, 2022

This week, we feature an article by Simona Benetinová, content manager at Nicereply , a company that helps organizations, of all sizes, provide outstanding customer service. She writes about customer loyalty and why your team should care about your brand’s Net Promoter Score. Example of NPS survey by Nicereply .

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Customer Service Best practices Surveys Feedback 184

Nicereply

JULY 31, 2023

A customer satisfaction survey – the easiest way to get feedback from your customers. Customer feedback fuels the engine of any business. With actionable feedback, organizations can make informed decisions. And the easiest way to get customer feedback is by using customer satisfaction surveys.

Surveys 98

Surveys Feedback Customer Support Wireless 98

Fonolo

MARCH 25, 2021

Satisfaction surveys are one of the best ways to gain insight into how you can improve your employee experience. This is one area of your business you don’t want to ignore — read to find out how you can create your own! If your agents are happy, they’ll pass on those positive vibes to your customers. Work-life balance.

Call Center 147

Call Center Surveys Agent burnout Contact Center 147

Lumoa

MARCH 9, 2023

Customer feedback is a direct line to how your consumer base feels about your business and its products. It’s invaluable information that enables you to address problems, make changes where necessary, and give your customers more of what they love. In This Article: What’s the importance of a customer feedback strategy?

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Feedback Surveys voip Enterprise 83

Help Scout

SEPTEMBER 7, 2021

Just because a customer clicked a smiley face in your post-service feedback survey does not mean you gave them high-quality service. They might love the product, and your service is just okay enough not to make a difference. Step 1: Define customer service quality for your company.

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Customer Service Feedback Surveys Personalization 116

Toister Performance Solutions

DECEMBER 10, 2020

Customer service is getting worse. Companies are struggling to avoid service failures and keep their customers happy. But a third report and two top customer experience experts offer a glimmer of hope. But first, let's look at the state of customer service. Is customer service getting worse?

Customer Service 142

Customer Service Surveys Consulting Consulting 142

delighted

OCTOBER 10, 2022

You’ve collected survey data and analyzed it – now what? The customer will be waiting for acknowledgment or an update from your company, so creating an efficient, organized, and candid closed-loop feedback system to tie up loose ends with your customers is vital. Ultimately, customers need to feel heard and understood.

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Feedback Surveys Metrics Customer Experience 52

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?

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Surveys Feedback Benchmark Metrics 95