Newspaper

Blog

Simon Rowland

Simon Rowland
Simon is the CEO of ViewPoint. Find out more about Simon Rowland.
Find me on:

Recent Posts

0 Comments

Customer Satisfaction Measurement - a guide to asking the right questions

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.

Read More
0 Comments

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

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.

Read More
0 Comments

7 suggestions for places you could use touchscreen feedback.

4 minute read

The use of touch screens for feedback, often called kiosks, 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:

Read More

10 reasons to use In-The-Moment customer feedback

We’re all so busy, rushing here and there, making decisions on the hoof and avoiding anything that might add to the stress. 

OK so maybe that's a harsh view on life, but it’s certainly true that we’re doing the jobs of 3 people, managing multiple social platforms, avoiding things that seem like a waste of time and always conscious that there’s ‘so much to do today’.

Read More
0 Comments

Why Does Customer Feedback Matter – 6 reasons

Just to remind us fundamentally what feedback is, think about yourself stood in front of a mirror. You’re seeing yourself from the perspective of another person, and to quote an old saying you’re seeing yourself, ‘warts and all’. Your hair, makeup, clothes, shoes…all reflected back at you in order for you to make adjustments, changes and improvements.

It matters to us how we look – and it should equally matter to us all how our customers or users of our services view us!

Here are 6 reasons why feedback matters:

Read More
0 Comments

The brilliance of only 1, 2 or 3 questions in your feedback surveys

We have been pioneering the use of in the moment short and snappy feedback for 16 years. Right from the off we found that some organisations got it and were quick to adopt the techniques, whilst others held back and were more reluctant to let go of their very long surveys that tried to cover many aspects of the customer, visitor or patient journey.

 

Read More

Customer Experience Insight : Reporting to the Board

Organisations now have to be passionate about their customers if they are to remain credible. Any serious Board of directors will have Customer Experience (CX) on the agenda. So the question is: ‘What do you include in your Customer Experience Board report?’

Read More

5 things to consider before launching your customer feedback programme

Whether you’re a hardened researcher or a newcomer to customer feedback planning, it never hurts to get a fresh perspective. What are the options, considerations and ways to maximise effectiveness in designing a feedback programme?

Read More
0 Comments

How to get feedback that works and keeps on working

We are often asked, “Will customers keep on giving feedback or will it fizzle out over time?” It's a good question, but we say it doesn't have to fizzle out if you ensure two key elements are in place.

Read More
0 Comments

In-the-moment Employee Feedback Explosion

Various studies have now shown that happier employees are more productive employees. One recent study by the University of Warwick showed that increasing happiness levels can achieve up to 12% more productivity. 

Read More

Leave a Reply