It's the most common question I get about surveys. So my clients want to know, "What is a good response rate for our customer service survey?" My advice to clients is to use a different set of criteria for judging their survey responses. MORE
Where’s the fun in Customer Satisfaction Surveys? In the ebook, Avoiding Pitfalls of Customer Satisfaction Surveys: 19 Questions You Must Ask & 10 myths debunked you’ll learn about things you might have asked before. All surveys will produce results. MORE
Improving loyalty is a big reason companies survey customers. Customer service leaders tell me confidentially that analyzing survey data is a struggle. There's one survey feature that can immediately improve your results. Add a contact opt-in to the end of your survey. MORE
According to a recent survey of 500 contact center agents by the customer engagement solutions provider, agents reported the top two obstacles to providing excellent customer service were finding the right answer […]. MORE
Anyone can design a customer feedback survey. Simply collect the questions from everyone who wants to know about your customers, build the survey, and wait for the results. Initial Impressions: You want to make the entire survey process easy for your customer. MORE
As mobile soars, mobile-based surveys are taking flight, optimized for preferred channels, smartphone (small) screens, and succinct question sets. Mobile is also opening up opportunities for feedback that goes beyond text and … Call Center Contact Center Customer Service Mobile consumers customer surveys mobile customer service“Consumers have already decided for us: If you want to connect with them, mobile is the way.” MORE
For many, this term has become synonymous with customer feedback surveys, but that’s not exactly true. While surveys are a great way to get feedback, they are only the tip of the iceberg when it comes to a complete Voice of the Customer initiative. MORE
Customer are constantly getting pummeled with survey requests. A 2016 study from Interaction Metrics found that more than 80 percent of America's top retailers offered a customer survey on purchase receipts. The study also found that most surveys were total garbage. MORE
Data in the Aspect Agent Survey indicates that simply is not the case. According to the same survey, 64% of agents said adding chatbots would enable them to provide more personalized service for customers. English/US Self-Service Aspect Agent Survey McDonalds NLU self-service MORE
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 […]. Case Studies and Statistics Statistics MORE
9 
Clearly, there’s still work to be done in how organizations assess their ability to meet customer expectations. Consumer Perception (2014 Consumer): Do you feel that the customer service departments of today’s companies generally meet your needs and expectations? MORE
Assuming you have decided that running a customer feedback survey is a good idea, the next question is: when should you send the survey to your customers? There are no hard and fast rules. Different types of businesses and industries have different approaches that work best. However there are some good rules of thumb you can […]. B2B - Business to Business B2C - Business to Consumer Best Practices MORE
Image courtesy of henryfaber Is there anyone in your company who wants to use VoC/CX surveys as marketing tools rather than as customer listening tools? The control group wasn''t surveyed at all. Was this, in fact, marketing research and not a customer satisfaction survey, per se? MORE
Are you spending too much for too little return on your customer experience surveys? Done right, customer experience surveys can be a trustworthy barometer of corporate well-being. Click here to download a PDF of Seven Customer Experience Survey Habits Of Companies That Give A Damn. MORE
So, what IS an acceptable survey response rate for a customer feedback survey: 1%, 15% 50%? Survey responses: 17. The post The Complete Guide to Acceptable Survey Response Rates appeared first on Genroe. It’s a question I am often asked. Here’s one I received recently: …if I have two NPS of two different cinemas in January. Cinema 1: Spectators: 18509. Responses percent: 0,1%. NPS: 76. Cinema 2: Spectators: 44190. […]. MORE
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. In this one hour webinar we will share, using Excel: How to design your survey […]. The post Webinar: Practical Survey Analysis in Excel appeared first on Genroe. Excel is a very functional tool and it has the advantage of being on everyone’s desk. MORE
In our own Agent Experience survey , it was found that agents themselves are actually benefitting from the introduction of automated services. Agent Experience English/US agent coaching agent experience agent experience survey AI automation chatbots machine learning MORE
This week we feature an article by Martha Brooke who writes about how to execute a customer satisfaction survey that gives you the data you need. Surveys can give you a lot of data that you can use to improve virtually any part of your organization. – Shep Hyken. MORE
We've all gotten a survey invitation on a store receipt. retailers included a survey invitation on the standard receipt. The surveys were evaluated to see how useful and engaging they were. How the Study Worked The study assessed surveys based on four criteria. MORE
After spending 15 minutes on the phone to my bank the nice lady asks me if I would hold on after she hangs up to take a short survey. Sure what’s one more survey to someone who lives them 24/7! The post Post Call IVR Surveys: Even More Popular But Not That Useful appeared first on Genroe. After a couple of prompted button pushes to enter scores I get the chance to provide […]. MORE
According to Aspect’s Agent Engagement Survey, 78% of customer service reps who feel engaged are satisfied at their job, a full 16 points higher than the average and a whopping 54 points higher than those agents who don’t feel engaged. Engaged employees are happy employees. MORE
It got me thinking, it’s practically a given that every company will issue a customer satisfaction survey as part of their VoC program. But it’s NOT a given that every survey will improve customer satisfaction. Think about your own satisfaction survey for […]. MORE
What’s the point of doing a customer satisfaction survey? This requires walking in the customer’s shoes and designing your survey from the customer’s perspective. Leave questions out of the survey that do not reflect the customer’s immediate experience. MORE
Some pundits would have you believe that surveys are dead, that they are no longer important for customer listening and understanding. The good news is that companies are listening through surveys. And give an honest assessment of how long the survey will take to complete. MORE
When you want to understand how customers perceive your business, its products and its services, a customer survey is often the tool you reach for first. And they can be very useful but you should be aware of both the pros and cons of surveys when using them in your business so that you can […]. Customer Feedback MORE
While your social media pages and website comments may provide plenty of insights, well-designed customer surveys remain a time-tested method for understanding customer sentiments. Here are five tips for optimal customer survey practices that will strengthen your brand. Surveys should always ask relevant questions that your brand cannot answer without customer input. At the end of the survey, the customer may be given the chance to write additional comments and suggestions. MORE
Only 10% spend more with … Call Center Contact Center Customer Experience Customer Relationships Customer Service Customer Surveys Research/Statistics Brad Cleveland customer experience customer loyalty customer relationships Customer service statistics customer surveys SDL MORE
Last month, I wrote about 20 tips to design better customer surveys. That post ought to be helpful whether you're designing a new survey or redesigning existing surveys. Are the people who originally designed the surveys still with the company? 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
Best Practices Customer Feedback Customer Feedback SurveysRecently my wife and I spent some very nice time in a Club Med beach resort. These have become one our favourite vacation destinations over the years because the all-inclusive approach and range of activities make them fun and easy. On returning to Australia I received the now common customer feedback form. As we enjoyed […]. MORE
Everyone wants a better survey response rate. The Center For Client Retention (TCFCR) recently shared some data about business-to-consumer (B2C) surveys that revealed an easy way to improve results. Here are the results: Follow-up surveys had more than twice the average response rate! MORE
Post-call IVR surveys allow you to capture the raw emotion of the contact center experience. Let’s explain why with a short example: Contact Center A: The post-call IVR survey was linked to a specific contact center agent. They are both immediate post-interaction surveys. MORE
In an environment where “half of the organizations surveyed do not take advantage of analytics to help them target, service, or interact with customers” according to Accenture’s Customer Analytics survey, predictive models have gained the esteem and notoriety, but only by the half that use them. 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
Many … Call Center Contact Center Customer Experience Customer Service Customer Surveys Research/Statistics Social Media American Express Brad Cleveland CFI Group customer experience Customer service statistics Dimension Data Facebook Pew Research MORE
Today, we released part 2 of our Agent Experience Survey focusing on an essential part of any successful contact center: agent engagement. You can view the full report here: Agent Engagement Survey. MORE
CES is a survey question appearing as a Likert scale (scale of 1 to 5), “How easy was it for you to get your problem solved?” NPS surveys can capture an overall trend in customer loyalty, but the results won’t tell you WHY that trend is happening. MORE
Chad Keck Discusses How to Design a Customer Survey Your Customers Will Actually Complete. Some companies follow up a transaction by sending you a lengthy survey that may take five or ten minutes or even longer to complete. When should you administer the Net Promoter Score survey? 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. MORE
Dia Customer surveys not completed are like bird songs never heard or paintings never seen: so much effort but if no-one responds it’s all for nothing. Improving the number of survey responses is critical because: You have better coverage of what your customers think You have less non-response bias. The post How To Increase Survey Response Rates: The Complete Guide appeared first on Genroe. by M. MORE
Here’s a toast to doing a better job … Call Center Contact Center Customer Experience Customer Service Customer Surveys Research/Statistics Brad Cleveland customer experience Customer service statistics Forrester Research MORE
According to an eConsultancy/IBM study of … Call Center Contact Center Customer Service Customer Surveys Research/Statistics Brad Cleveland Customer service statistics eConsultancy IBMIt is axiomatic that in order to best serve your customers, you have to “know” them. MORE
But first… Shep Hyken discusses the power of the customer satisfaction survey. Just about everything related to the success of a business is tied to numbers, and the customer satisfaction survey is a big part of that. MORE
Surveys Related Topics CX Journey
APRIL 26, 2017
Some pundits would have you believe that surveys are dead, that they are no longer important for customer listening and understanding. The good news is that companies are listening through surveys. And give an honest assessment of how long the survey will take to complete.
Customer Relationship Metrics
JULY 19, 2017
Where’s the fun in Customer Satisfaction Surveys? In the ebook, Avoiding Pitfalls of Customer Satisfaction Surveys: 19 Questions You Must Ask & 10 myths debunked you’ll learn about things you might have asked before. All surveys will produce results.
CX Journey
AUGUST 5, 2014
Image courtesy of henryfaber Is there anyone in your company who wants to use VoC/CX surveys as marketing tools rather than as customer listening tools? The control group wasn''t surveyed at all. Was this, in fact, marketing research and not a customer satisfaction survey, per se?
ShepHyken
AUGUST 18, 2017
This week we feature an article by Martha Brooke who writes about how to execute a customer satisfaction survey that gives you the data you need. Surveys can give you a lot of data that you can use to improve virtually any part of your organization. – Shep Hyken.
Toister Performance Solutions
AUGUST 10, 2017
It's the most common question I get about surveys. So my clients want to know, "What is a good response rate for our customer service survey?" My advice to clients is to use a different set of criteria for judging their survey responses.
Genroe
MARCH 7, 2017
Dia Customer surveys not completed are like bird songs never heard or paintings never seen: so much effort but if no-one responds it’s all for nothing. Improving the number of survey responses is critical because: You have better coverage of what your customers think You have less non-response bias. The post How To Increase Survey Response Rates: The Complete Guide appeared first on Genroe. by M.
Genroe
JULY 17, 2017
After spending 15 minutes on the phone to my bank the nice lady asks me if I would hold on after she hangs up to take a short survey. Sure what’s one more survey to someone who lives them 24/7! The post Post Call IVR Surveys: Even More Popular But Not That Useful appeared first on Genroe. After a couple of prompted button pushes to enter scores I get the chance to provide […].
inContact
MAY 5, 2017
Anyone can design a customer feedback survey. Simply collect the questions from everyone who wants to know about your customers, build the survey, and wait for the results. Initial Impressions: You want to make the entire survey process easy for your customer.
Brad Cleveland
AUGUST 6, 2015
Only 10% spend more with … Call Center Contact Center Customer Experience Customer Relationships Customer Service Customer Surveys Research/Statistics Brad Cleveland customer experience customer loyalty customer relationships Customer service statistics customer surveys SDL
Genroe
NOVEMBER 7, 2016
Best Practices Customer Feedback Customer Feedback SurveysRecently my wife and I spent some very nice time in a Club Med beach resort. These have become one our favourite vacation destinations over the years because the all-inclusive approach and range of activities make them fun and easy. On returning to Australia I received the now common customer feedback form. As we enjoyed […].
Toister Performance Solutions
MAY 4, 2017
We've all gotten a survey invitation on a store receipt. retailers included a survey invitation on the standard receipt. The surveys were evaluated to see how useful and engaging they were. How the Study Worked The study assessed surveys based on four criteria.
Genroe
SEPTEMBER 18, 2016
Assuming you have decided that running a customer feedback survey is a good idea, the next question is: when should you send the survey to your customers? There are no hard and fast rules. Different types of businesses and industries have different approaches that work best. However there are some good rules of thumb you can […]. B2B - Business to Business B2C - Business to Consumer Best Practices
Brad Cleveland
FEBRUARY 10, 2015
Clearly, there’s still work to be done in how organizations assess their ability to meet customer expectations. Consumer Perception (2014 Consumer): Do you feel that the customer service departments of today’s companies generally meet your needs and expectations?
Genroe
FEBRUARY 6, 2017
So, what IS an acceptable survey response rate for a customer feedback survey: 1%, 15% 50%? Survey responses: 17. The post The Complete Guide to Acceptable Survey Response Rates appeared first on Genroe. It’s a question I am often asked. Here’s one I received recently: …if I have two NPS of two different cinemas in January. Cinema 1: Spectators: 18509. Responses percent: 0,1%. NPS: 76. Cinema 2: Spectators: 44190. […].
Connecting the Dots
AUGUST 16, 2017
Are you spending too much for too little return on your customer experience surveys? Done right, customer experience surveys can be a trustworthy barometer of corporate well-being. Click here to download a PDF of Seven Customer Experience Survey Habits Of Companies That Give A Damn.
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 […]. Case Studies and Statistics Statistics
Aspect
JULY 20, 2017
Today, we released part 2 of our Agent Experience Survey focusing on an essential part of any successful contact center: agent engagement. You can view the full report here: Agent Engagement Survey.
Brad Cleveland
MAY 26, 2015
Many … Call Center Contact Center Customer Experience Customer Service Customer Surveys Research/Statistics Social Media American Express Brad Cleveland CFI Group customer experience Customer service statistics Dimension Data Facebook Pew Research
Brad Cleveland
MAY 4, 2015
Here’s a toast to doing a better job … Call Center Contact Center Customer Experience Customer Service Customer Surveys Research/Statistics Brad Cleveland customer experience Customer service statistics Forrester Research
CX Journey
MAY 17, 2017
Last month, I wrote about 20 tips to design better customer surveys. That post ought to be helpful whether you're designing a new survey or redesigning existing surveys. Are the people who originally designed the surveys still with the company?
Brad Cleveland
MAY 14, 2015
According to an eConsultancy/IBM study of … Call Center Contact Center Customer Service Customer Surveys Research/Statistics Brad Cleveland Customer service statistics eConsultancy IBMIt is axiomatic that in order to best serve your customers, you have to “know” them.
Genroe
FEBRUARY 6, 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. In this one hour webinar we will share, using Excel: How to design your survey […]. The post Webinar: Practical Survey Analysis in Excel appeared first on Genroe. Excel is a very functional tool and it has the advantage of being on everyone’s desk.
Toister Performance Solutions
JUNE 13, 2017
Improving loyalty is a big reason companies survey customers. Customer service leaders tell me confidentially that analyzing survey data is a struggle. There's one survey feature that can immediately improve your results. Add a contact opt-in to the end of your survey.
ShepHyken
JANUARY 17, 2017
Chad Keck Discusses How to Design a Customer Survey Your Customers Will Actually Complete. Some companies follow up a transaction by sending you a lengthy survey that may take five or ten minutes or even longer to complete. When should you administer the Net Promoter Score survey?
Genroe
JANUARY 15, 2017
When you want to understand how customers perceive your business, its products and its services, a customer survey is often the tool you reach for first. And they can be very useful but you should be aware of both the pros and cons of surveys when using them in your business so that you can […]. Customer Feedback
VocalCom
SEPTEMBER 18, 2017
While your social media pages and website comments may provide plenty of insights, well-designed customer surveys remain a time-tested method for understanding customer sentiments. Here are five tips for optimal customer survey practices that will strengthen your brand. Surveys should always ask relevant questions that your brand cannot answer without customer input. At the end of the survey, the customer may be given the chance to write additional comments and suggestions.
Aspect
JULY 11, 2017
According to Aspect’s Agent Engagement Survey, 78% of customer service reps who feel engaged are satisfied at their job, a full 16 points higher than the average and a whopping 54 points higher than those agents who don’t feel engaged. Engaged employees are happy employees.
Toister Performance Solutions
AUGUST 8, 2017
Everyone wants a better survey response rate. The Center For Client Retention (TCFCR) recently shared some data about business-to-consumer (B2C) surveys that revealed an easy way to improve results. Here are the results: Follow-up surveys had more than twice the average response rate!
Aspect
JULY 5, 2017
Data in the Aspect Agent Survey indicates that simply is not the case. According to the same survey, 64% of agents said adding chatbots would enable them to provide more personalized service for customers. English/US Self-Service Aspect Agent Survey McDonalds NLU self-service
Brad Cleveland
MARCH 26, 2014
As mobile soars, mobile-based surveys are taking flight, optimized for preferred channels, smartphone (small) screens, and succinct question sets. Mobile is also opening up opportunities for feedback that goes beyond text and … Call Center Contact Center Customer Service Mobile consumers customer surveys mobile customer service“Consumers have already decided for us: If you want to connect with them, mobile is the way.”
Aspect
AUGUST 30, 2017
In our own Agent Experience survey , it was found that agents themselves are actually benefitting from the introduction of automated services. Agent Experience English/US agent coaching agent experience agent experience survey AI automation chatbots machine learning
Customer Relationship Metrics
MAY 1, 2017
In an environment where “half of the organizations surveyed do not take advantage of analytics to help them target, service, or interact with customers” according to Accenture’s Customer Analytics survey, predictive models have gained the esteem and notoriety, but only by the half that use them.
CX Journey
MARCH 24, 2016
CES is a survey question appearing as a Likert scale (scale of 1 to 5), “How easy was it for you to get your problem solved?” NPS surveys can capture an overall trend in customer loyalty, but the results won’t tell you WHY that trend is happening.
Contact Center Pipeline
JUNE 15, 2017
According to a recent survey of 500 contact center agents by the customer engagement solutions provider, agents reported the top two obstacles to providing excellent customer service were finding the right answer […].
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.
Interaction Metrics
MARCH 24, 2017
It got me thinking, it’s practically a given that every company will issue a customer satisfaction survey as part of their VoC program. But it’s NOT a given that every survey will improve customer satisfaction. Think about your own satisfaction survey for […].
Toister Performance Solutions
MAY 25, 2017
Customer are constantly getting pummeled with survey requests. A 2016 study from Interaction Metrics found that more than 80 percent of America's top retailers offered a customer survey on purchase receipts. The study also found that most surveys were total garbage.
ShepHyken
FEBRUARY 7, 2017
But first… Shep Hyken discusses the power of the customer satisfaction survey. Just about everything related to the success of a business is tied to numbers, and the customer satisfaction survey is a big part of that.
Customer Relationship Metrics
JANUARY 11, 2017
Post-call IVR surveys allow you to capture the raw emotion of the contact center experience. Let’s explain why with a short example: Contact Center A: The post-call IVR survey was linked to a specific contact center agent. They are both immediate post-interaction surveys.
ijgolding
DECEMBER 8, 2016
What’s the point of doing a customer satisfaction survey? This requires walking in the customer’s shoes and designing your survey from the customer’s perspective. Leave questions out of the survey that do not reflect the customer’s immediate experience.
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