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 [...]
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 [...]
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 [...]
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? [...]
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 [...]
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 [...]
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 [...]
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 [...]
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: [...]
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 [...]
