Category: Customer Satisfaction Surveys

Net Promoter Score (NPS) is a specialized customer loyalty metric that measures the likelihood of a customer recommending a brand to a friend or colleague on a scale of 0 to 10. 66% of companies: This is the proportion of Fortune 1000 companies that rely on Net Promoter Score to benchmark their performance and improve […]

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 […]

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 […]

A lot of businesses collect customer feedback—but do they turn it into real insight, or just a stack of random data? An even bigger question: do they actually know which types of customer satisfaction surveys best match their goals? When most people talk about “different survey types,” they focus on delivery formats: online surveys, phone […]

Last Updated: January 31, 2025 Finding the right customer satisfaction survey company can make or break your ability to measure customer satisfaction and gain actionable insights. The best firms do more than simply collect customer feedback—they help you interpret data, identify pain points, and enhance customer satisfaction. This guide covers the top customer satisfaction survey […]

Is your survey a customer listening vehicle? Or could it be improved? On this episode of the ‘Amas Talks’ podcast, Amas and Martha agreed that if you’re considering how to improve surveys, a survey audit is the first step toward excellent survey design. The audit ensures your questions are sufficiently powered to achieve robust insights—and […]

In this episode of the Agile Brand podcast with Greg Kihlström, Martha Brooke discusses the science of CX surveys. Martha touches on why most customer experience programs aren’t scientific, how you can become more scientific in your approach, and when and how to use AI in your survey program. The Science of CX Surveys, Summarized: […]

Does your company issue customer surveys, but you’re not getting the insights you need? Read on for a quick class on how to write good survey questions that result in objective, actionable data. Are you looking to improve your data right away and don’t want to read this entire post? Here are three tips I […]

Here’s a fact: Survey question bias gives you skewed data. Another fact? Biased surveys are everywhere. Survey biases can be obvious but often subtle, and survey writers can be oblivious to them entirely. So, how do you make sure your survey is bias-free? Survey Question Bias: What It Is As my friend and I were […]

While customer surveys have become a standard part of nearly every transaction, most surveys fail to engage; even worse, they fail to collect reliable data. Wondering how to improve customer satisfaction surveys and get yours to stand out? Read on for the biggest survey mistakes and solutions to common survey problems. “Quality is never an […]

Last Updated: February 24, 2025   What are typical customer survey program costs? Clients ask this all the time, and the answer varies widely. A simple, off-the-shelf survey might cost very little, while a comprehensive, data-driven program requires a bigger investment. If you’re considering options, surveys can range from quick satisfaction checks to full-scale programs. […]

Amazon’s Jeff Bezos famously quipped, “If you make customers unhappy in the physical world, they might each tell six friends. If you make customers unhappy on the Internet, they can each tell 6,000.” Whether those numbers are exactly right is questionable, but the sentiment certainly underscores the importance of keeping your customers happy – which […]