Tag: customer feedback

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 of doing a customer feedback survey? Well, rather obviously, to gauge how customers perceive you, and where their expectations are being—and not being—met. This requires walking in the customer’s shoes […]

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 up a multi-billion dollar industry, and many of us get at least one per day. But just because surveys are everywhere doesn’t mean they’re always good. At Interaction Metrics, we […]

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 to learn what you don’t know, and gain insight into what’s driving customer satisfaction and dissatisfaction. And while billions of customer surveys are issued each year—typically including open-ended comment fields—most […]

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 uneven customer representation, which leads to inaccurate data. As the saying goes, “garbage in, garbage out.” And let’s face it, garbage should never be the basis of your business decisions. […]

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 is it that you would recommend us to a friend? What Does It Tell You? This question assumes that customers think in terms of their likelihood to recommend companies—but all […]

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 to implement. But they only capture the tiniest slice of the actual customer experience, especially when it comes to the experiences customers have with contact centers. According to CallMiner, companies […]

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 satisfaction survey in a GoToAssist webinar. Participants shared lots of comments and questions, so here are a few more ideas and resources. One person said they learned about what NOT to […]