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When Smiley Face Surveys and Feedback really works

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

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

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

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

3 minute read

Who wouldn’t benefit from a constant flow of insight from customers or employees into their business? Quick snippets of customer satisfaction feedback that enable you to track when things are going well - happiness is high-  or alert you when things start to dip – you need to act quickly!

Quick, real-time feedback from short surveys can provide just this, as well as deliver valuable information that can replace or enhance annual surveys.

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4 reasons to invest in a customer feedback solution

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.

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:

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Tablet surveys give effective feedback

I remember the first survey I was asked to complete in the street.  I can’t recall what the survey was about – I just remember that it was very long, some of the questions had to be repeated before I understood them and the next question often took no account of the previous answer given! An increasingly frustrating exercise for me and an increasingly awkward one for the person with the clipboard.

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Do paper surveys still have a future ?

Do paper surveys still have a future in an age of online, SMS, tablet and kiosk based feedback solutions? The answer is a resounding ‘yes’.

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How to design an engaging survey

Some surveys are brilliant, but not all surveys are effective. Some get overwhelming replies whilst others struggle to get one. Why? In our experience, the overall design of the survey plays a significant role.

 

Good survey design focuses on making it appealing to your audience to engage and this means thinking about more than just the questions you ask. And with so many different methods for running surveys, there are a few important things to think about and a few pitfalls to avoid.

 

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