ShepHyken

FEBRUARY 27, 2024

Why does a company send out a customer satisfaction survey? In the weekly Super Amazing Show I do with Brittany Hodak, we talked about surveys. Here is a shortened version of his comment: “Saying, ‘Short surveys are better,’ is a bit like saying tall people are better at basketball.

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Surveys Feedback Customer Service Customer Experience 243

ShepHyken

NOVEMBER 11, 2024

Conversational Surveys: A Game-Changer in Feedback Collection by Barbara Wharton (InMoment) Conversational surveys are surveys designed to feel like a natural conversation rather than traditional survey questionnaires. My Comment: I have a strong opinion about surveys, especially bad ones.

Customer Service 177

Customer Service Surveys Feedback Chatbots 177

CCNG

JUNE 5, 2024

In this article, I would like to discuss some of the common mistakes made in conducting customer surveys and then lay out how a complete customer feedback program should be organized. To take that one step further, I once had a car dealership inform me that if I brought back a completed survey, they would give me a free oil change.

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Surveys Construction CCNG Feedback 195

ShepHyken

DECEMBER 9, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is survey fatigue? Why should companies prioritize genuine feedback over high survey scores? What are the best practices for creating effective and concise customer surveys?

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Feedback Airlines Best practices Surveys 187

Interaction Metrics

JANUARY 31, 2025

Finding the right customer satisfaction survey company can make or break your ability to measure customer satisfaction and gain actionable insights. This guide covers the top customer satisfaction survey companies of 2025. The top picks and honorable mentions explicitly offer customer satisfaction surveys and operate within the U.S.,

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Surveys Metrics Benchmark Consulting 62

Beyond Philosophy

OCTOBER 11, 2024

He suggests that feedback should be short and simple to encourage participation, using tools like micro-surveys (e.g., We wrap up with practical tips on gathering meaningful feedback, including choosing the right channels, keeping surveys relevant and concise, and acting on the feedback you receive. quick emoji selections).

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Feedback Surveys Personalization Customer Experience 195

ShepHyken

FEBRUARY 18, 2025

While customer surveys and digital feedback are helpful, the most valuable insights often come from direct observation and conversations. Your employees on the front lines can often spot patterns, challenges, and opportunities for improvement that might not show up in a survey. Pay attention to what customers are not telling you.

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Customer Service Construction Metrics Feedback 226

Callminer

MARCH 3, 2025

Knowing how to create CSAT surveys that customers want to respond to is important, but knowing how to uncover insights and intelligence from those surveys is equally important. Read more in our blog.

Surveys 182

Surveys 182

VirtualPBX

OCTOBER 17, 2024

What Are Automated Phone Surveys? Automated phone surveys are a common tool businesses use to collect feedback from customers. These surveys give businesses real-time insights into the quality of their service and customer experience. How Do Call Surveys Work? For the Greatest Responses and Best Results.

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Surveys Interactive Voice Response Healthcare Feedback 59

ShepHyken

FEBRUARY 24, 2025

By collecting feedback from various sources like surveys, chat, online reviews, social media, and customer interactions, companies can identify what makes customers happy and what they can improve. While surveys are still important, the advent of social media and other digital platforms provides customers with new ways to provide feedback.

Customer Experience 212

Customer Experience Surveys Feedback Technology 212

ShepHyken

APRIL 13, 2025

How employee feedback surveys fuel customer experience excellence by Jill Raff (Nation’s Restaurant News) How employee surveys can help you ensure your team feels heard and empowered. While many companies survey customers to find out how they are doing, few survey their employees.

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Customer Service Surveys B2B Self service 167

PeopleMetrics

APRIL 10, 2025

Static surveys have long been the industry standard in VoC. Enter conversational surveysan innovative approach that uses AI to turn a static survey into a dynamic, evolving conversation with your customer. And heres the key: the best application of AI in surveys right now isnt about replacing structured surveys.

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Surveys industry standards Feedback Metrics 62

ShepHyken

MARCH 30, 2025

Survey Shuffle to AI Shuffle: Medallia Wants to Reshape the CX Deck by Dom Nicastro (CMSWire) It starts with hiring right to begin with, Hyken said. New Survey Reveals Price Hikes Wont Break Customer Loyalty. Each week, I read many customer service and customer experience articles from various resources. But Theres a Catch.

Customer Service 177

Customer Service Feedback Surveys Customer Experience 177

PeopleMetrics

MARCH 18, 2025

In fact, they might be even more crucial today because they're public surveys available to everyone online. Additionally, proactively using VoC surveys to prevent negative social reviews before they happen is still best practice. Proactively use transactional VoC surveys to solve customer problems before they become negative reviews.

Surveys 62

Surveys B2C Best practices Feedback 62

ShepHyken

DECEMBER 17, 2024

Engaging customers through surveys and advisory boards (made up of customers) allows companies to understand their customers needs and generate new ideas. Customer surveys should be a two-way communication. ” “To prevent survey fatigue, it’s crucial to be smart about when and what we ask our customers.

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Chief Customer Officer Surveys Feedback CRM 156

ShepHyken

AUGUST 18, 2021

We surveyed 1,000 consumers in the U.S. Seventy-five percent surveyed are more likely to be loyal to a company or brand that delivers a personalized customer experience. . I recently released my 2021 Achieving Customer Amazement research. One of the questions had to do with creating a personalized experience. . Well, it is!

Personalization 435

Personalization Airlines Customer Experience Surveys 435

Interaction Metrics

DECEMBER 10, 2024

Analyzing open ended survey questions is the single most fruitful method for getting meaningful, honest feedback. This in turn, allows you to uncover answers to questions you might not have even thought to ask about in the ‘main’ parts of your surveys. What was the best part of your experience with <CompanyABC>?

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Surveys Metrics Analytics Customer effort 62

PeopleMetrics

MARCH 4, 2025

If you are a CX or market research professional, your VoC programs successand likely your jobdepends on the health of your transactional surveys. So, you have mapped your touchpoints, conducted a relationship survey, piloted your transactional survey, and trained your key users. This is where AI is starting to make a difference.

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Surveys Abandon rate Feedback Marketing 62

ShepHyken

APRIL 21, 2025

In Sheps recent customer service and experience survey , we found that the average customer is willing to give you two chances before they switch to a competitor. They often see little value in answering surveys and may prefer to quietly switch to a competitor. However, customers are becoming less tolerant of poor experiences.

Customer Experience 156

Customer Experience B2C Analytics B2B 156

PeopleMetrics

FEBRUARY 14, 2025

When I originally wrote about the need for external VoC partners , the main debate was whether companies should invest in a full-service VoC solution or manage the process themselves with a basic survey tool. Today, the conversation has evolved. Some even claim they can replace the need for external expertise altogether. Lets break it down.

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Surveys Customer centricity Wait times CRM 62

Beyond Philosophy

JULY 16, 2022

Jane asked us for advice on how to increase their survey response rates to get the data they need, and also how to get the local team to get on board with the data collection process. First, we discuss how Jane can increase her response rates to her survey and get the team on board with the new initiative. Complete this short survey.

Surveys 394

Surveys Consulting Consulting Customer Experience 394

ShepHyken

MARCH 10, 2025

How does AI compare to traditional surveys in measuring customer satisfaction? This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies leverage artificial intelligence to improve customer experience? What challenges do businesses face in becoming truly customer-centric?

Chatbots 196

Chatbots Customer centricity Metrics Feedback 196

ShepHyken

JULY 5, 2021

Experience Hotel Blog) The Experience Hotel team decided to conduct a survey on the impact of the different types of emails you can send to your customers. Workers Say Employee Experience Directly Impacts Customer Service, According to New Eagle Hill Consulting National Employee Survey by PRNewswire.

Customer Service 391

Customer Service Consulting Consulting Surveys 391

ShepHyken

NOVEMBER 10, 2020

This represents a huge opportunity across the board to implement a survey program to help improve a brand’s experience. Making surveys quick and easy will increase the number of customers who complete them. Quantitative surveys should be no longer than 10-12 questions long—ideally shorter.

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Feedback Surveys Technology Customer Experience 352

ShepHyken

NOVEMBER 3, 2020

Not enough customers fill out surveys (even one-question surveys) or provide enough details to allow for global projections of customer satisfaction. Customers who have a less than amazing service experience with you may not fill out a survey, but they will tell other people.

Customer centricity 357

Customer centricity Surveys Technology Feedback 357

Beyond Philosophy

AUGUST 21, 2020

It also means that you don’t get a representative sample of surveys. So, the owner of a restaurant or other service provider would want to encourage customers to write reviews on their phones by sending them surveys or other mobile prompts. However, Professor Melumad says that this problem exists regardless of the device used.

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Transportation Surveys Consulting Consulting 448

Beyond Philosophy

SEPTEMBER 10, 2019

Their survey, the UK Customer Satisfaction Index Report, is one of the most robust in the industry. The areas the survey covers include the following five: How professional is the website or how knowledgeable are the people with whom you interact at the organization? Two years, it seems, is indicative of a trend.

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Surveys Customer Experience Customer Service Marketing 409

ShepHyken

MARCH 8, 2021

Hospitality.com) Recently, we sent a survey to thousands of your colleagues, with two goals: to ask them about the major changes the sector experienced in 2020 and to find out what key actions they are taking as we start a new year. TIDIO) We surveyed 1,000+ online shoppers in the US to probe into the latest customer experience trends.

Airlines 369

Airlines Customer Service Coaching Surveys 369

ShepHyken

JANUARY 6, 2021

Consider the result of the more than 1,000 consumers we surveyed for our 2020 Achieving Customer Amazement Survey. They tolerate fewer customer service failures and demand better because they know it’s possible. Customers are becoming impatient. They want what they want NOW. We found a whopping 96.2%

Chatbots 431

Chatbots Surveys Self service Personalization 431

ShepHyken

MARCH 31, 2021

Create a survey to learn what your customers want and expect from you. The shorter the survey , the higher the percentage of response you’ll get.? . So, here are three of my favorite ways to get to know your customer.? . Focus on Feedback. Keep it short and simple – even just two or three questions. Conduct a Focus Group.

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