December 14, 2016 Bad Customer Survey Questions: Throw Them Out! Bad customer survey questions are everywhere. But they’re not as tricky to avoid as it may seem. Why Use a Customer Survey? What’s the point...Read more By Martha Brooke
July 22, 2016 How to Improve Your Customer Survey If you want to improve your customer feedback program you probably need to improve your customer survey. An Analyst Perspective on Customer Surveys Customer surveys make...Read more By Martha Brooke
April 12, 2016 Analyze Your Verbatim Comments! If you want to get the greatest insight from your surveys, you need to analyze your verbatim comments! The point of a customer survey is...Read more By Martha Brooke
April 7, 2016 Customer Survey Bias: Here’s the Fix Chances are, you have a biased customer survey. The good news? You’re not alone and we have the fix. Most customer satisfaction surveys suffer from...Read more By Martha Brooke
February 17, 2016 Break Your NPS Routine Sometimes it’s necessary to break your NPS routine. The NPS question is regularly used in customer feedback surveys. Nearly everyone has seen it: How likely...Read more By Martha Brooke
June 24, 2015 Beyond Surveys: Capturing the Real Customer Experience Are you capturing and measuring the real customer experience? How do you know? Customer feedback surveys are great because they can be objective and easy...Read more By Martha Brooke
June 17, 2015 Get a Better Customer Satisfaction Survey It’s not as daunting as it may seem to get a better customer satisfaction survey. Earlier this month, I discussed how to improve your customer...Read more By Martha Brooke