19 January, 2018

Customer Satisfaction Survey Data Cleansing: When Is It Justified?

By |2018-03-21T15:22:37-07:00January 19th, 2018|Categories: Customer Satisfaction|

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 [...]

14 November, 2017

Why Investors Care About Your Customer Satisfaction Data

By |2018-03-21T15:25:35-07:00November 14th, 2017|Categories: Customer Satisfaction|

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 [...]

18 October, 2017

How to Ensure Customer Survey Data Quality

By |2018-03-21T15:27:39-07:00October 18th, 2017|Categories: Customer Satisfaction|

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 [...]

8 August, 2016

Top Five Ways to Distribute Your Online Survey

By |2018-03-21T15:34:09-07:00August 8th, 2016|Categories: Customer Satisfaction|

One of the biggest obstacles to collecting actionable data from online surveys is getting people to actually take it. And one way to boost survey response rates is to ensure you’re reaching as many people as possible by utilizing more than one distribution method. So…how should you distribute your online survey? For employee surveys, you [...]

11 July, 2016

Getting Specific with Customer Satisfaction Survey Response Scales

By |2018-03-21T15:35:20-07:00July 11th, 2016|Categories: Customer Satisfaction|

All of us are familiar with the basic construction of survey response scales, even if we’re not aware that we are. They are prevalent in the customer satisfaction surveys we know so well these days, thanks (in part) to so many companies recognizing the power customers have today, and the desire to serve them better. [...]

13 June, 2016

How to Increase Survey Response Rates

By |2018-03-21T15:35:52-07:00June 13th, 2016|Categories: Customer Satisfaction|

A common challenge for many B2B companies is how to increase survey response rates for relationship surveys (those that are typically sent once or twice a year to gauge overall customer sentiment). That’s because a small survey sample could render your survey data unreliable, or make it difficult to elicit meaningful insights to drive decision [...]

20 April, 2016

How to Use Responses from Open-Ended Survey Questions

By |2018-03-21T15:36:43-07:00April 20th, 2016|Categories: Customer Satisfaction|

From determining the appropriate amount of questions to ensuring an accurate sample size, designing a B2B customer satisfaction survey involves many important decisions. And one of the first choices you will face during this process is deciding what types of questions, including open-ended and closed-ended questions, to include in the survey. The most effective customer [...]

14 October, 2015

Survey Fatigue: Is Your Survey at Risk?

By |2019-06-27T14:03:43-07:00October 14th, 2015|Categories: Customer Satisfaction|

Just like ghosts and goblins on Halloween, survey fatigue is a scary notion. It threatens response rates, data quality, and your overall objectives for your survey program. Unfortunately, some drivers of fatigue are outside of your control. The prevalence of inexpensive survey tools, combined with the broader acceptance that the customer’s voice is critical for [...]

29 September, 2015

Are Customers Ignoring your Surveys?

By |2018-03-21T15:39:11-07:00September 29th, 2015|Categories: Customer Satisfaction|

  Tips for Engaging Those Pesky Non-Responders When it comes to customer satisfaction surveys, non-responders (those customers who choose not to provide feedback) are a common concern among business leaders. Beyond the ramifications of sample validity and margin of error, “silent” customers pose a risk to your company simply because you do not know how [...]

28 January, 2015

Surveys: Understanding Audience Characteristics

By |2018-04-17T16:10:48-07:00January 28th, 2015|Categories: Customer Satisfaction|

Why You Should Adapt Your Survey There are a multitude of considerations one must take into account when planning a survey. Are you seeking feedback from customers that maintain consistent interactions with your company? What about former customers or potential customers? Will the feedback be used to isolate customer improvement opportunities? Are you hoping to [...]