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Customer expectations are through the roof

... so you better take soundings. 

The digital revolution has impacted our culture and we find ourselves struggling to keep up with the pace of change.

One impact is to be less loyal and forgiving when things don’t quite work out how we expect. Think about the last time a website froze on you for a few seconds. We’re fast to abandon and click elsewhere for our expectations to be met.

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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.

 

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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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