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 [...]

17 December, 2014

Your Customers Responded to the Satisfaction Survey, Now What?

By |2020-09-30T14:50:29-07:00December 17th, 2014|Categories: Customer Satisfaction|

You asked customers to complete your customer satisfaction survey. And, there were more than enough responses to be considered “statistically valid.” Beyond analyzing the feedback and sharing it with key stakeholders, what other steps need to be taken? 3 Tips to Let Customers Know You’re Listening Conveying to customers that you value their feedback is [...]

22 October, 2014

How often should you survey customers?

By |2021-08-20T10:32:21-07:00October 22nd, 2014|Categories: Customer Satisfaction|

We know customers still love to provide feedback. Now the question becomes, how often should you ask for it? As you might expect, it depends on the type of survey you’re conducting. Whether it’s customer satisfaction, onboarding, or project completion surveys - asking for feedback too often can lead to fatigue, while surveying too infrequently [...]

27 August, 2014

Do Customers Still Respond to Surveys?

By |2018-03-21T15:42:47-07:00August 27th, 2014|Categories: Customer Satisfaction|

6 Reasons Why Customers Still Provide Feedback Whether it’s the department store clerk asking me to rate my experience or a business partner seeking my feedback, it seems like every day I’m asked to complete some type of survey. With so many requests for feedback, it’s easy to wonder: do customers still respond to surveys? [...]

3 June, 2014

Top Ten Common Problems in Designing Effective Survey Questions

By |2020-08-04T15:43:42-07:00June 3rd, 2014|Categories: Customer Satisfaction|

Reflecting back on my legal studies, I often equate survey question development to direct examination and cross-examination of witnesses during a trial. Questions in a courtroom cannot be overly prejudicial to either side, so as to force an answer from a witness or prejudice the objective jury. Therefore, it’s not a stretch to say [...]

22 April, 2014

Survey Data: Understanding Margin of Error, The “Gold Standard”, Confidence Level, and Data Segmentation

By |2018-03-21T15:44:29-07:00April 22nd, 2014|Categories: Customer Satisfaction|Tags: , , , , |

Survey Data Collection One of the most important requirements for generating reliable insights from survey data is a satisfactory sample size. Without a large enough sample size (relative to the total population that we’re surveying), we risk generating data that is unrepresentative of our customers. Ultimately, this can hinder our ability to elicit meaningful insights [...]

21 August, 2013

Tips for Minimizing Survey Non-Responders

By |2020-07-17T14:59:36-07:00August 21st, 2013|Categories: Customer Satisfaction|

How to convey to customers that you value their feedback. A customer’s refusal to respond to customer satisfaction and Net Promoter Score® (NPS) surveys can baffle business leaders. After all, we do everything we can to ensure a remarkable customer experience only to see a (hopefully small) percentage of contacts not complete the survey. In [...]

9 July, 2013

Responsive Customer Service

By |2018-03-21T15:49:45-07:00July 9th, 2013|Categories: Customer Satisfaction|

Working for an organization that prides itself on an ability to bring unique and actionable insights to our own growing list of business-to-business clients, I’m very attuned to my own interactions with other service providers and my customer experience. For a long time I’ve done what most people with work laptops do – type using [...]

27 June, 2013

Unleash the Power of Customer Feedback

By |2019-06-28T14:36:58-07:00June 27th, 2013|Categories: Customer Satisfaction|

We've written a lot about the benefits of having deep engagements with your clients. Well, we certainly strive to practice what we preach. The ongoing discussions we've had with our clients about the value of customer informed decision-making has led to Satrix Solutions being brought in on some interesting projects. Here are just a few: [...]

30 May, 2013

The Art of Following Up on Customer Feedback

By |2018-08-29T12:38:59-07:00May 30th, 2013|Categories: Customer Satisfaction|Tags: |

Lessons Learned in the Moving Truck Recently, a colleague of mine moved across town into a new home. As we talked about his experience with the moving company, we both marveled at how positive his experience had been. After all, both of us had heard the horror stories about movers breaking valuables and holding furniture [...]

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