19 January, 2018

Customer Satisfaction Survey Data Cleansing: When Is It Justified?

By | 2018-01-25T10:54:14+00:00 January 19th, 2018|Best Practices, Survey Methodology|

Once your customer satisfaction survey has closed, the next step is preparing your survey data for analysis. But this can be challenging for many companies, especially when questions arise around data quality. Did the survey contain errors that potentially introduced uncertainty or bias? Was the contact list up-to-date so that the right customer groups were [...]

4 January, 2018

The Inexpensive Survey Tool – Good or Bad for Corporate Research?

By | 2018-01-25T10:53:11+00:00 January 4th, 2018|Best Practices, Survey Methodology|

When SurveyMonkey was founded in 1999 its availability ushered in a new chapter in customer research. No longer were companies solely reliant on expensive research firms to field customer satisfaction or market research surveys. Naturally, the DIYer fell in love with the tool since it was free and relatively easy to use. Within just a [...]

7 December, 2017

Should Businesses Use Employees to Get Customers to Take Surveys?

By | 2018-01-25T10:57:20+00:00 December 7th, 2017|Best Practices, Survey Methodology|

One of the greatest determinants of a successful customer satisfaction survey is achieving a strong response rate. While there are varying opinions as to what the minimum ideal survey response rates should be, it’s generally accepted that the higher the percentage of respondents you have, the better. For a more in-depth look at this topic, [...]

22 November, 2017

Tips for Interviewing Customers

By | 2018-01-25T10:56:13+00:00 November 22nd, 2017|Best Practices, Voice of the Customer|

We often hear from companies that are looking to gather more candid insight from their customers. Of course, carefully crafted customer satisfaction surveys with open-ended questions (where respondents can type unstructured feedback) is one option. But what should you do to dig deeper into customer sentiment? For companies that are seeking even more granular, highly [...]

20 November, 2017

How to Advance Your Voice of Customer Program

By | 2018-01-25T10:48:32+00:00 November 20th, 2017|Best Practices, Voice of the Customer|

Take a close look at your company’s voice of the customer program. Are you obtaining valuable and objective insight into customer sentiment? Have you been able to successfully uncover ways to drive even deeper loyalty and attract new customers? Is the entire organization rallying behind your efforts? If your answer to any of these is [...]

14 November, 2017

Why Investors Care About Your Customer Satisfaction Data

By | 2018-01-25T10:50:28+00:00 November 14th, 2017|Customer Experience, Voice of the Customer|

Over the past five to ten years, Private Equity Firms and Venture Capitalists have increased the attention they pay to customer satisfaction data. There’s now a greater appreciation for the negative impact churn has on customer lifetime value (CLV) and the company’s overall business prospects, as well as the growing proof that high customer satisfaction [...]

27 October, 2017

Customer Churn Prevention Strategies

By | 2018-01-25T10:52:38+00:00 October 27th, 2017|Best Practices, Customer Churn|

More than likely, saving at-risk business and reducing the chances of customer churn is a key area of focus for your business today. This is leading executives to ask more questions around churn prevention such as: What subtle, or not so subtle, signs are we missing that customers aren’t happy with our products, services, or [...]

18 October, 2017

How to Ensure Customer Survey Data Quality

By | 2018-01-25T10:51:32+00:00 October 18th, 2017|Best Practices, Net Promoter Score|

What steps should companies take to ensure they are getting an accurate picture of what’s going on across their customer base? It’s a big question—and an important one to answer before you start relying on customer survey data internally. In fact, we created a video to specifically cover survey data quality: One of the biggest [...]

11 October, 2017

5 Reasons An Expert Should Manage Your Customer Survey Program

By | 2018-01-25T10:52:04+00:00 October 11th, 2017|Best Practices, Customer Satisfaction|

Running a customer survey program internally can seem deceptively simple – appoint an internal resource to manage the process, sign up for a free software tool, export your contact list, write the survey questionnaire, administer the survey, and finally...analyze the results. Is that all it really takes? Sure, there are countless how-to-guides available to help [...]