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Improve experience through a better understanding

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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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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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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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?

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Obtaining good quality feedback to measure customer satisfaction.

How well you listen and understand has a direct impact on the quality of the feedback you receive. The process of obtaining feedback should be one of continuous improvement, rarely will you get it right first time and rarely will it remain the same over time.

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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.

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