If you’re looking for a simple fix for your touchpoints, lose NPS. Last week I spoke at the Society for Service Executives Symposium in Chicago. As always, when the primary topic is customer satisfaction, there was a lot of talk about NPS (Net Promoter Score). As I have often said, it’s a tired customer survey […]
Last Updated: February 17, 2026 Open-ended survey analysis is the systematic process of transforming unstructured text feedback into quantifiable, actionable data. While closed-ended scores (like NPS) track “what” is happening, open-ended analysis explains “why” by identifying specific customer pain points, emotions, and unmet needs. According to Forrester, even a one-point improvement in a large organization’s […]
Chances are, you have a biased customer survey. The good news? You’re not alone and we have the fix. Most customer satisfaction surveys suffer from uneven customer representation, which leads to inaccurate data. As the saying goes, “garbage in, garbage out.” And let’s face it, garbage should never be the basis of your business decisions. […]
Sometimes it’s necessary to break your NPS routine. The NPS question is regularly used in customer feedback surveys. Nearly everyone has seen it: How likely is it that you would recommend us to a friend? What Does It Tell You? This question assumes that customers think in terms of their likelihood to recommend companies—but all […]
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Invest in Customer Feedback Here’s the truth: friendly customer service is NOT enough. Often, companies don’t sufficiently invest in customer feedback evaluations because they believe hiring smart, friendly staff will produce adequate customer service. And yet, many of these same companies claim that customer service is one of their core strengths. But why settle for […]
Proactive solutions scores can tell you a lot about your customer experience and how to improve. The Scenario It’s a familiar scenario: you call a company’s customer service, get your problem solved…and then discover it wasn’t solved at all. It’s a frustrating experience—but a preventable one. Companies that solve all problems in one call offer […]
Great customer service is something that sticks with you for years. Not too long ago, while checking into a hotel on a damp San Francisco night, the front desk clerk noticed my sniffling and asked if I wanted chicken soup. “That’d be great,” I replied, assuming it was just a sympathetic comment and not an […]
Are you capturing and measuring the real customer experience? How do you know? Customer feedback surveys are great because they can be objective and easy to implement. But they only capture the tiniest slice of the actual customer experience, especially when it comes to the experiences customers have with contact centers. According to CallMiner, companies […]
It’s not as daunting as it may seem to get a better customer satisfaction survey. Earlier this month, I discussed how to improve your customer satisfaction survey in a GoToAssist webinar. Participants shared lots of comments and questions, so here are a few more ideas and resources. One person said they learned about what NOT to […]
Want to know how to fix common survey errors? Read on to find out more. Ask yourself if your customer satisfaction survey is good? Really good? Customer satisfaction surveys are a multi-billion dollar industry. Unfortunately, most customer feedback is riddled with errors. From sampling issues to poorly worded questions, the state of customer feedback is […]
We’ve written a lot about customer satisfaction survey errors, but, time and again, we see the same mistakes crop up. There are a lot of errors surveys make, but these are 5 of the worst. Check out our latest Slideshare about this topic and read on, because these are the kinds of errors that alienate […]
Take Customer Experience Seriously from Martha Brooke