A Survey-Driven Guide to Earning Lifelong Customers

Brands frequently seek feedback from their customers asking how satisfied they are with their product or service, but satisfied customers are not necessarily loyal customers. A better measurement of customer loyalty is the Net Promoter Score® (NPS). Also known as the Ultimate Question, the NPS question asks: “How likely are you to recommend [your company]…

Using Surveys to Close the Social Media Customer Service Gap

Sadly recent research reveal that there’s a huge gap between the level of customer service that consumers expect on social media and what brands typically deliver. While audiences are looking for an answer in around an hour, average response times are over a day. For many brands, no matter how good their intentions, it can…

How to Know if Customer Satisfaction Surveys Are the Right Choice for You

It’s easy to write questions and send them out to customers, but it’s challenging to design and execute a customer survey that will actually provide useful information for improving your business. All too often companies assume they should be communicating with their customers and jump into a customer satisfaction without enough planning. This kind of…

The Power of Patient Satisfaction Surveys

  Medical practices utilize patient satisfaction surveys for many of the same reasons that a software company would want to collect feedback from it’s customer about recent customer support interaction. Happier patients and customers refer other people at a much higher rate than those who are dissatisfied.

The Deception of High Customer Satisfaction Scores

If you typically receive high ratings on your customer satisfaction survey, don’t be fooled and think your job is done. While it is good practice to use a rating question type in your survey to measure overall satisfaction, this question alone will not help you make improvements. In fact, a high score on the satisfaction…

How To Get the Most Out Of Your Customer Feedback Forms

Your sales have dropped. So has customer retention. You wonder what could you be doing better. You probably have some ideas, but the best way to get the answers to this question is to ask your customers for candid feedback. Maybe you are already asking them if they are satisfied. If so, is the data…

Customer Satisfaction Q&A

Our recent article on doing customer satisfaction surveys the right way prompted us to sit down with our own customer support manager, Taylor Morgan, to get her input on how to properly survey your customers. Here’s what she had to say:

Customer Spotlight – Etsy

Roxie Karpen is the market research manager at Etsy, the world-renowned ecommerce site for DIY’ers, and she was kind enough to take a few minutes from her very busy day of collecting and analyzing data to chat with me about some of their survey efforts. SG: So what is Etsy? I know a lot of us…

We Said What?! A Frightening Review of Your Customer Messaging

How often do you check messages going out to your customers? I don’t mean the nicely crafted messages designed by your marketing team. I am referring to system-generated messages triggered by online transactions including support and billing. These messages effect your brand as much as your well crafted marketing messages. I am willing to bet…