Category: Customer Satisfaction Surveys

Satisfaction survey mistakes are everywhere. It’s practically a given that every company will issue a customer satisfaction survey, but the old way of doing things isn’t working anymore. Customers are fed up with long surveys full of questions that don’t apply to them, and their responses to these surveys end up as useless numbers that […]

If you’re going to use a phone survey, you should listen to what your customers say. While this may seem intuitive, it happens less than you might think. Last week at 8 PM, one of the top 4 car rental agencies called to survey me about my most recent experience renting from them. Since I […]

Measuring empathy is the remedy for fixing bad customer service interactions. Here’s an example of customer service gone awry. In this past Sunday’s The Haggler, David Segal. “When Your Longest Call Is the One to Correct the Bill.” The New York Times, August 14, 2014, David Segal covered a particularly bad customer service experience with AT&T. To […]

NPS is a tired, generic question. Some may argue that it’s simply an issue of implementation. In a recent interview, Richard Owen, CEO of Satmetrix, said that companies who don’t see benefits from improving their Net Promoter Score (NPS) are probably not measuring Net Promoter Score (NPS) correctly. He says poor sampling is to blame: […]

Last Updated: June 16, 2025 Never a day goes by that I don’t receive a survey request—sometimes multiple ones. I bet that’s true for you too. In 2013, SurveyMonkey processed approximately 1 million survey responses per day. By 2014, that number had already more than doubled to 2.2 million per day. And now? By 2025, SurveyMonkey […]

Have you asked yourself if your employees are rigging your customer feedback? When your employees administer your customer feedback surveys, you may save money, but you sacrifice accuracy. Ask employees what they want from a customer feedback survey, and all too often you’ll hear, “The top score!” When it comes to their conduct, that’s great, […]

Net Promoter Score (NPS) rocked the customer feedback world when it came out ten years ago. Today, it’s everywhere. But is it really the best question and metric for your company? Now that NPS has become a fact of life for corporations, let’s weigh the pros and cons one more time. Let’s be clear: the […]