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
The customer service survey falls into that category for many companies. Smart customer service leaders should either fix their broken surveys or stop doing them altogether. The chances of you filling out a survey about surveys when you really don't like surveys is pretty low. 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
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
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
Survey Design Customer Feedback Customer Feedback SurveyFor me every Monday is like a fresh beginning. I start out full of energy with a big list of things that need to be done. But when rolling over my to-do list there are items that just never seem to get completed because, well, I’ve simply gotten caught up in the day to day. Small […]. MORE
I’ve always maintained that the frontline supervisor is the most critical role in a contact center. They have a tremendous impact on agent satisfaction and engagement, and are close enough to the customers that they have a great feel for their perspectives. MORE
Based upon the trend in responses to his yearly survey, Stockford is predicting that 58% of contact centers that are now completely on-premises will move to the cloud by 2020. The post New Survey Reveals Shifting Cloud Contact Center Preferences appeared first on Aspect Blogs. 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
It seems like every time another survey is conducted on speech analytics, the results confirm what we already knew. There was a recent study by a speech analytics provider that found 47% of users are now able to identify customer issues and resolve them quickly. MORE
At Fonolo, we’ve been preaching about the benefits of call-backs for many years, and survey data shows that the industry is responding as the percentage of call centers offering this option continues to grow. 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
The real punishment I put myself through however, is taking surveys. Survey History But before we go into those lessons, it’s important to know from where we came. From my vantage point, here is the evolution of customer surveys. CSAT surveys. What will trigger the survey? 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
But, to understand what factors leverage employee behavior, most organizations have historically relied on satisfaction and engagement surveys, typically conducted through HR. Among other challenges, this will require different approaches to employee surveys. Michael Lowenstein, Ph.D., MORE
Leap Innovations, a nonprofit dedicated to transforming education through personalized learning has launched free Personalized Learning Teacher and Student Surveys, designed to help schools understand their progress toward implementing personalized learning practices in the classroom. Click here to learn more and access the survey. The post SEL, Teacher Wellbeing & Personalized Learning Surveys appeared first on FreshGrade. Busy week? We’re here to help. MORE
Survey begging is a scourge on customer service. This is when an employee asks a customer to give a positive score on a survey by explaining how it will directly benefit the customer, the employee, or both. The cashier backed this up with a verbal entreaty to mark the survey "highly satisfied.". The associate helping us looked me straight in the eye and said, "You may get a survey; I'd appreciate it if you gave us all tens." You don't want me to fill out a survey." "Why MORE
In late 2017, we conducted our third annual challenges and priorities survey. Each year we tweak the list based on what we see happening in the market and what we learn from the previous year. We retain substantial consistency so we can identify changes and trends. MORE
Occasionally, we also see it in survey results; have a look at the data we shared from ContactBabel last October. About the Survey. When the survey asked companies if they currently offer a call-back option, 27% said yes. 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
As a result, much of the surveying is about employee happiness, fit, alignment, meaningful work, commitment to company goals, and productivity. The questions in these ‘new age’ employee surveys address such key areas as:: – Organizational stakeholder-centric leadership. 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
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
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
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
Customer satisfaction (CSAT) surveys notoriously have a rather low participation rate. Most surveys fail to respect the customer’s time when required to hang on at the end of an interaction and then go through an unknown number of questions delivering no obvious benefit to the customer. MORE
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. 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
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
There's a long-running debate about customer service survey rating scales. Some people think they should be even, such as a survey that asks customers to rate their satisfaction on a scale of 1-4. A good survey shouldn't lead customers to one answer or another. MORE
It was a great internal brain storming session to collect questions for your new customer feedback survey. Soon you’ll be loading them up into your survey tool and emailing the feedback invitations. But, if you don’t want your survey to […]. Customer Feedback Survey DesignAnd, over the last few days you’ve wordsmithed away and now the questions are just right. MORE
Ecobee also takes voice of customer (VOC) feedback seriously, and does an impressive job deploying both Net Promoter Score (NPS) and Customer Satisfaction (CSAT) surveys. Ecobee and NPS Customers get an NPS survey two weeks after registering their ecobee. MORE
When measuring customer experience, your company likely includes surveys in your approach. While this practice remains a viable method for gaining feedback, how your company sends these surveys is critical to getting responses. Forrester reports that the modern customer—one who is typically digital-savvy and seeks purpose in everything he does—only cares to complete a survey if it’s engaging and easy to answer. Send optimized surveys on the channel of contact. MORE
Do customer surveys matter? In a recent article , Martin Powton discusses ten reasons why conversational surveys are not redundant and can still provide value to companies and customers. Surveys provide a positive engagement with your customer. Need Customer Surveys? 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
The customer experience director proudly announced her company had just implemented a customer service survey. The entire purpose of the survey program was to add another meaningless number to the executive scorecard. MORE
Who is the Right Customer: Decisions for Managing Customer Surveys Lynn Hunsaker. Decisions for Managing Customer Surveys. The post Who is the Right Customer: Decisions for Managing Customer Surveys appeared first on ClearAction Customer Experience Consulting. MORE
Surveys Related Topics 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.
Contact Center Pipeline
NOVEMBER 1, 2017
I’ve always maintained that the frontline supervisor is the most critical role in a contact center. They have a tremendous impact on agent satisfaction and engagement, and are close enough to the customers that they have a great feel for their perspectives.
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?
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.”
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more than half of the executives surveyed (60. However, the survey reveals two troubling. New Study Reveals Reliance on Too Few. Data Sources; Organizations Likely Missing. Opportunities to Meet the Real Needs of.
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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.
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.
ClearAction
DECEMBER 30, 2017
Who is the Right Customer: Decisions for Managing Customer Surveys Lynn Hunsaker. Decisions for Managing Customer Surveys. The post Who is the Right Customer: Decisions for Managing Customer Surveys appeared first on ClearAction Customer Experience Consulting.
Beyond Philosophy
JANUARY 31, 2018
But, to understand what factors leverage employee behavior, most organizations have historically relied on satisfaction and engagement surveys, typically conducted through HR. Among other challenges, this will require different approaches to employee surveys. Michael Lowenstein, Ph.D.,
Contact Center Geek
OCTOBER 10, 2017
The real punishment I put myself through however, is taking surveys. Survey History But before we go into those lessons, it’s important to know from where we came. From my vantage point, here is the evolution of customer surveys. CSAT surveys. What will trigger the survey?
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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.
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.
Beyond Philosophy
DECEMBER 26, 2017
As a result, much of the surveying is about employee happiness, fit, alignment, meaningful work, commitment to company goals, and productivity. The questions in these ‘new age’ employee surveys address such key areas as:: – Organizational stakeholder-centric leadership.
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.
inContact
APRIL 6, 2018
Customer satisfaction (CSAT) surveys notoriously have a rather low participation rate. Most surveys fail to respect the customer’s time when required to hang on at the end of an interaction and then go through an unknown number of questions delivering no obvious benefit to the customer.
Toister Performance Solutions
NOVEMBER 16, 2017
Ecobee also takes voice of customer (VOC) feedback seriously, and does an impressive job deploying both Net Promoter Score (NPS) and Customer Satisfaction (CSAT) surveys. Ecobee and NPS Customers get an NPS survey two weeks after registering their ecobee.
Aspect
SEPTEMBER 28, 2017
Based upon the trend in responses to his yearly survey, Stockford is predicting that 58% of contact centers that are now completely on-premises will move to the cloud by 2020. The post New Survey Reveals Shifting Cloud Contact Center Preferences appeared first on Aspect Blogs.
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 […].
FreshGrade
APRIL 13, 2018
Leap Innovations, a nonprofit dedicated to transforming education through personalized learning has launched free Personalized Learning Teacher and Student Surveys, designed to help schools understand their progress toward implementing personalized learning practices in the classroom. Click here to learn more and access the survey. The post SEL, Teacher Wellbeing & Personalized Learning Surveys appeared first on FreshGrade. Busy week? We’re here to help.
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.
Toister Performance Solutions
FEBRUARY 6, 2018
Survey begging is a scourge on customer service. This is when an employee asks a customer to give a positive score on a survey by explaining how it will directly benefit the customer, the employee, or both. The cashier backed this up with a verbal entreaty to mark the survey "highly satisfied.". The associate helping us looked me straight in the eye and said, "You may get a survey; I'd appreciate it if you gave us all tens." You don't want me to fill out a survey." "Why
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.
Outsource Consultants
MARCH 14, 2018
Do customer surveys matter? In a recent article , Martin Powton discusses ten reasons why conversational surveys are not redundant and can still provide value to companies and customers. Surveys provide a positive engagement with your customer. Need Customer Surveys?
Genroe
AUGUST 31, 2016
Survey Design Customer Feedback Customer Feedback SurveyFor me every Monday is like a fresh beginning. I start out full of energy with a big list of things that need to be done. But when rolling over my to-do list there are items that just never seem to get completed because, well, I’ve simply gotten caught up in the day to day. Small […].
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.
Toister Performance Solutions
JANUARY 2, 2018
There's a long-running debate about customer service survey rating scales. Some people think they should be even, such as a survey that asks customers to rate their satisfaction on a scale of 1-4. A good survey shouldn't lead customers to one answer or another.
Toister Performance Solutions
JANUARY 23, 2018
The customer experience director proudly announced her company had just implemented a customer service survey. The entire purpose of the survey program was to add another meaningless number to the executive scorecard.
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.
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.
Interaction Metrics
OCTOBER 31, 2016
It seems that we’re asked to take a customer satisfaction survey with nearly every purchase. Our 2016 Customer Listening Study, the first of its kind, evaluated the customer satisfaction surveys of 51 top US retailers.
Strategic Contact
JANUARY 8, 2018
In late 2017, we conducted our third annual challenges and priorities survey. Each year we tweak the list based on what we see happening in the market and what we learn from the previous year. We retain substantial consistency so we can identify changes and trends.
Genroe
AUGUST 30, 2016
It was a great internal brain storming session to collect questions for your new customer feedback survey. Soon you’ll be loading them up into your survey tool and emailing the feedback invitations. But, if you don’t want your survey to […]. Customer Feedback Survey DesignAnd, over the last few days you’ve wordsmithed away and now the questions are just right.
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?
Fonolo
MAY 22, 2018
Occasionally, we also see it in survey results; have a look at the data we shared from ContactBabel last October. About the Survey. When the survey asked companies if they currently offer a call-back option, 27% said yes.
Monet Software
MARCH 5, 2018
It seems like every time another survey is conducted on speech analytics, the results confirm what we already knew. There was a recent study by a speech analytics provider that found 47% of users are now able to identify customer issues and resolve them quickly.
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.
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!
Fonolo
OCTOBER 10, 2017
At Fonolo, we’ve been preaching about the benefits of call-backs for many years, and survey data shows that the industry is responding as the percentage of call centers offering this option continues to grow.
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. […].
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