We’ve completely updated our blog on how top CX consultants turn surveys into strategy. Too many companies still measure customer experience the wrong way—so in this update, we show: If you’re collecting data but not seeing change, this post shows how to make every survey count. 👉 Read the updated post.
Customer experience management software is everywhere. From big platforms like Qualtrics and Medallia, to cheap tools offering free plans and simple summaries. This explosion of customer experience management software explains why every company everywhere is sending surveys. But what’s the quality of those surveys? Usually poor. We know they’re not actionable because, even as companies […]
We’ve completely updated our blog on how to avoid survey fatigue. The problem has only grown—but now we go deeper, showing: If you’re seeing lower response rates or flat data, this post shows how to break through—and get feedback you can actually use. 👉 Click here to read the updated post.
We’ve completely updated our blog on how to analyze open-ended survey responses. The core ideas still apply—but now we go further, showing: Why sentiment analysis alone is misleading How AI overcounts repeated comments Where qualitative research truly shines What a good tagging and dashboard process looks like When human researchers are essential for accurate insights […]
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Our Most Popular Blog, Rewritten for the Feedback Era Back in 2013, we published a blog on the 9 Core Customer Service Principles—and it struck a chord. It laid out what great—and bad—service looks like, and why so many companies miss the mark. But in the decade since, customer expectations have evolved—and so has our […]
Customer experience research is evolving rapidly—especially for B2B companies, where their high-value relationships demand precision insights. That’s why earlier this month, for our B2B CXPA Roundtable, I hosted Matt Egol, Jack-Morgan Mizell, and Gillian Salerno-Rebic to explore the possibilities and limitations of using AI for research. I posed questions to the group to get their take […]
Your Reply-To Address Matters! An essential email survey best practice is this: Use a Reply-To email address that actually works. Too many companies send surveys from a Do-NOT-Reply address which frustrates customers and lowers response rate. Here’s What NOT to do: Most companies don’t want to collect customer feedback in all its various forms, so […]
We’ve just updated our blog on How to Increase Response Rate with even more insights and detailed breakdowns! It now contains tons of useful new information, including: What your response rate is really telling you 10 research-backed ways to increase survey response rates (without bribing people) How better surveys lead to better decisions—and better customer […]
We’ve just updated our blog on Customer Experience Research Firms with even more insights and detailed breakdowns! It now contains tons of useful new information, including: How to tell the difference between CX research firms, survey software, and consultants—so you choose the right partner for real insights, not just dashboards. The exact methods top research […]
You’ve probably been on the receiving end of a bad survey. Maybe it asked you to rate a delivery you never received. Or it forced you to choose between three irrelevant response options, none of which applied to you. Or perhaps you actually took the time to explain a problem in your own words, and […]
Customer Effort Score (CES) measures how hard it is for your customers to get help from your customer service teams. And if you’ve ever had a hard time canceling a subscription or fixing a billing issue, you know exactly why it matters. Has this ever happened to you? You clicked through five help articles, waited […]
Qualtrics is the industry standard for customer experience surveys. But that doesn’t mean it’s the right fit for everyone. If you’re a large enterprise with a team of analysts and a six-figure budget, it might be perfect. But for most companies? It might be too expensive, clunky, or bloated with features you’ll never use. The […]