September 13, 2022 3 Tips to Improve Your Survey Response Rate What are you doing to boost your survey response rate? Nearly every day, I get at least one request to take a survey. I bet...Read more By Martha Brooke
June 9, 2022 Measuring Customer Satisfaction: A Customer Experience Consultant’s View Companies depend on happy customers to thrive. And yet… customer indifference is the norm. The latest average American Customer Satisfaction Index score is 73.2. And...Read more By Martha Brooke
May 16, 2022 Rules for Writing B2B Customer Satisfaction Survey Questions According to McKinsey & Company, B2B companies score less than 50% on customer satisfaction. But consumer companies score between 65% and 85%. That’s a big...Read more By Martha Brooke
April 20, 2022 How to Improve Survey Results: 3 things you (probably) don’t know that will make your surveys worth the effort Companies everywhere use surveys to measure customer satisfaction. But are their surveys good? When thinking about how to improve survey results, the usual path a...Read more By Martha Brooke
October 14, 2021 Need a Customer Survey Company? Let’s Find Out! When done correctly, customer satisfaction surveys uncover your wins, gaps, and missed opportunities. That’s why customer survey companies abound. But first things first, do you...Read more By Martha Brooke
September 21, 2021 Futureproof: Customer Service with a Human Touch Is human connection a pillar of your brand? Are your people central to your company’s core values? If so, your customer service should be staffed...Read more By Martha Brooke
July 29, 2021 The Worst Customer Survey Mistake From misrepresentative samples to insufficient use of logic gating, there are myriad mistakes companies make with their surveys—mistakes that lead to inaccurate, unscientific data. But...Read more By Martha Brooke
June 23, 2021 Customer Success: 5 Hacks for Your Customer Survey 1-Minute read. A life of better surveys. While customer surveys may seem simple, there’s a lot behind them and a lot that can go wrong....Read more By Martha Brooke
June 10, 2021 Interaction Metrics Completes its Brand Overhaul No more useless data! Biased questions are out. Representative samples are in. Objectivity is the standard. Nuanced analysis wins. Fed up with disappointing customer service...Read more By Mark Jarrett
