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Improve experience through a better understanding

[fa icon="calendar'] Oct 12, 2017 10:29:53 AM / by Andy Childerhouse posted in customer satisfaction, customer experience

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4 minute read

Measuring customer satisfaction doesn’t tell you how to achieve it. You can measure levels of satisfaction; you can pore over reports showing the distribution of customers across the satisfaction spectrum. All of this is helpful as far as it goes, but the problem is that it doesn’t go far enough: it doesn’t provide insight into why the customer was satisfied or dissatisfied. To achieve this, you will need to understand the customer experience.

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Lifting the lid on Sentiment Analysis - what you need to know.

[fa icon="calendar'] Oct 9, 2017 11:59:07 AM / by Simon Rowland posted in Feedback, reporting, customer experience

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4 minute read  

We are seeing the rise of many highly technical tools to make sense of free text comments. Some sentiment engines position themselves in terms that are hard to get your head around – it all sounds like rocket science! So in his blog I would like to share what sentiment analysis is and how to use it in simple terms. 

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ViewPoint guide to customer feedback reporting

[fa icon="calendar'] Oct 3, 2017 2:00:00 PM / by Andy Childerhouse posted in reporting, Customer Feedback, insight

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5 minute read

You’ve invested in a customer feedback programme and you’ve got a ton of data, but how do you quickly and easily make sense of it? This is where reporting can help – or hinder!

In this guide, we’ll give you a brief overview of the different types of feedback reporting that are available and how you can use them to aid decision making in your business.

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When Smiley Face Surveys and Feedback really works

[fa icon="calendar'] Sep 27, 2017 1:33:02 PM / by Simon Rowland posted in employee satisfaction, Customer Feedback, smiley faces, smiley face surveys

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4 minute read

It's a busy world and time is precious. We guard ourselves against anything that might add more to the workload and that includes giving feedback.

That's one reason why using smiley faces in feedback is effective - it's just so quick and easy for anyone to respond.

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Six tips for making the customer survey process easy

[fa icon="calendar'] Sep 14, 2017 11:59:46 AM / by Simon Rowland posted in Feedback, customer satisfaction, survey design, Customer Feedback

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5 minute read

They're everywhere. Emails after a purchase or service has been received. Online forms after online chat or placing an order. A 'friends and family' question on a touch screen tablet during discharge from hospital. Surveys. They're everywhere. And there's a reason for that. The information - used correctly - can enable organisations and brands to refine their offering and provide an ever-improving experience which translates to more sales, less complaints and better outcomes. Every way it makes sense to understand your customer's experience and constantly tune your offering.

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Customer Satisfaction Measurement - a guide to asking the right questions

[fa icon="calendar'] Sep 7, 2017 12:50:13 PM / by Simon Rowland posted in customer satisfaction, Customer Feedback

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5 minute read

When we have a great experience, maybe at a restaurant or favourite store, we want to go back and enjoy it again. A positive experience results in increased customer satisfaction, which in turn leads to greater customer advocacy and loyalty - and ultimately product repurchase or service revisit.

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Why a smiley face question is a great start to a survey

[fa icon="calendar'] Aug 29, 2017 4:29:25 PM / by Simon Rowland posted in Feedback, survey design, smiley faces

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4 minute read

Smiley face questions create an instant opportunity for customers or employees to tell you what they think. We now see them everywhere for quick ratings on internet purchases or as we head off on holiday through the airport security on feedback kiosks.

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Customer satisfaction: Monitor the pulse of your business

[fa icon="calendar'] Aug 10, 2017 2:09:30 PM / by Claire Moseley posted in customer experience

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3 minute read

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4 reasons to invest in a customer feedback solution

[fa icon="calendar'] Aug 9, 2017 10:01:48 AM / by Andy Childerhouse posted in Feedback, customer experience, Customer Feedback

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4 minute read


Why go to the effort and expense of investing in a customer feedback system? Does it make any difference to the bottom line? The answer should be ‘yes’. In fact, the link between feedback and financial performance should be established up-front, in order for an organisation to truly buy-into the customer feedback process.

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7 suggestions for places you could use touchscreen feedback.

[fa icon="calendar'] Jul 21, 2017 9:04:40 AM / by Simon Rowland posted in Feedback, customer experience, Kiosks

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4 minute read

The use of touch screens for feedback, often calledkiosks, totems or terminals, is on the increase. Only 10 years ago people would gingerly touch the screen and wonder if it would actually work! Now we are seeing the ‘self-service kiosk’ being used constantly in many retail, health and commercial settings.

 

Here are 7 places that touchscreen feedback works well:

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