Don’t Measure Customer Satisfaction – Ask For Actionable Feedback Instead

As far as I am concerned achieving a high satisfaction score doesn’t have any meaning for an organization. As a business owner, I prefer to think that all customers are potentially unsatisfied. Even if they are presently satisfied with our product, once we’ve improved it they will be unsatisfied with the earlier version. I consider…

The Peer Pressure of a Net Promoter Score

C’mon. You know that you want to do it. Everyone else is doing it. Even the cool kids are doing it, so you should too. Right? Or, maybe not. As with so many market research questions, the answer is, “it depends.” What are we talking about? Net Promoter Score, of course. Net Promoter Score, also…

Net Promoter Score: The Gap Between Satisfaction and Loyalty

Hi everyone! I wanted to introduce you to the newest SurveyGizmo Survey Expert, Ryan Farmer. Ryan’s expertise is in customer feedback. He’s been helping grow small companies by using the information gained through customer feedback surveys for the past 6 years. Please welcome him to the SurveyGizmo Survey Expert Team! Now onto his first post….

Best Buy’s Innovative Customer Insight Program

The Market Research Event: Today has been packed with amazing information. The highlight of the day (so far) has been a Keynote by Bill Hoffman, a SVP in the Consumer Insights group from Best Buy. The focus of the presentation was a new program at Best Buy which was created to solve a problem common…

Improve Your Brand: Know Your Net Promoter Score

Understanding what your customers are saying about you – the good and the bad – is important to any company. One of the easiest ways to gain this insight at a quick glance is to use the Net Promoter Score. What is a Net Promoter Score? The Net Promoter Score was created by Fred Reichheld,…