Last Updated: February 10, 2026 Effective B2B customer satisfaction surveys are designed to produce decisions, not just data. To move beyond generic ratings, B2B firms must use role-based routing, suppression strategies, and expectation-gap mapping. This guide outlines the essential rules for transforming B2B surveys into strategic assets that protect revenue and improve customer retention. The […]
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 need a customer survey company? Or, with the various software platforms like SurveyMonkey, should you just pay for the software license and do it yourself? Survey Software or Customer Survey […]
In 1620, Francis Bacon broke with the conventions of his time by articulating a new approach to investigating nature. It’s what we now call the Scientific Method, a way of thinking which remains the gold standard for how we comprehend the world today. Instead of looking to fate or mysticism to explain nature, the Scientific […]
Bill Gates said, “The coronavirus pandemic pits all of humanity against the virus.” And that about summarizes our current state. While it’s unifying how we’re faced with the same challenge, there’s significant variation among individual experiences. This is highlighted in the relationship between companies and their employees. So now more than ever, companies need insightful […]
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Last Updated: April 10, 2026 Your customers are telling you what’s wrong. The question is whether anyone’s listening. Most companies collect feedback. They send surveys, track NPS scores, skim a handful of open-ended comments. But then nothing happens. The customer who took five minutes to explain a problem never hears back. The issue doesn’t get […]
Now that you’ve asked the Net Promoter question, what should you do with the follow-up question? Are you considering simply reading the comments, or using a word cloud to pull out major themes? Geoff Colvin writes in ‘The Simple Metric That’s Taking Over Big Business’ (May 2020, Fortune magazine) the star of Net Promoter is […]
This morning, my rep texted me from the shop where my car is serviced: “You’ll receive a survey from us. It would mean a lot to me if you completed it. We hope you recommend us.” I get he wants a positive review, but this is an example of clear survey bias. Essentially, my rep […]
In the United States, healthcare is a $3.5 trillion a year market and employs 1 in 8 Americans. For a market with huge impact and under tremendous scrutiny, you would expect medical organizations to take an interested, data-driven approach to measuring the patient experience (PX). In other words, you would expect their patient surveys to […]
In the last decade I’ve seen and run a lot of Customer Listening programs. Here’s the one thing I know for sure: high quality Customer Listening always meets the same 5 standards. Meeting these standards achieves dependable, high-insight data. Failing to meet these standards often steers companies off course. These 5 standards are not an […]
Popular platforms (like SurveyMonkey and SurveyGizmo) are great for survey deployment—but only after you’ve carefully designed and vetted your questions. Make sure to account for the numerous difficulties and problems that can arise in survey design.
Listening to your customers is smart—as long as you ask thoughtful questions that elicit useful insights. Unfortunately, when it comes to customer surveys, too many companies go through the motions, conducting customer surveys just to say they did it. That’s a big, BIG blunder. To avoid this, customer experience teams need to establish clear goals and put on their research hats. This means tackling customer experience with a research mindset.
For anyone who hasn’t used a ridesharing app, once you’ve arrived at your destination, the app asks you to rate your driver between 1 and 5 stars. These ratings are said to provide valuable information, but if customers aren’t sharing what they really think what’s the point?