Answering NPR: Why 5-Star Rating Systems Don’t Work
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?
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An often-cited statistic is that 80% of CEOs believe they deliver a superior customer experience, yet only 8% of their customers agree. With an equally-alarming ACSI score of 77, it’s fair to wonder: are you sure you know what’s going on with your CX—is it possible you’re missing something?
Complete Listing of Reports, Articles & More
Customer Feedback
- Answering NPR: Why 5-Star Rating Systems Don't Work
- How to Invite the Most Honest Customer Feedback
- How to Make Your Survey Better Than Nordstrom, Lowe’s, and Wal-Mart
- 6 Steps to Improve Your Customer Satisfaction Surveys
- Voice of the Customer: It’s NOT About You!
- GUEST POST: Customer Experience Measurement: Why it is Vitally Important but Badly Done! – by Ian Golding
- A Really BIG Customer Satisfaction Survey No-No
- Are You Benchmarking OR Innovating?
- Genius Tips to Improve Your Customer Survey
- What You’ll Never Get from NPS (Or Any Other Outcome Metric)
Customer Service Evaluation
- 5 Ways to Improve Your Customer Service Chat—Today!
- Ready to Get ROI on Your Great Customer Service? Think “Conversionally”
- One Concept that Improves All Your Customer Service Interactions
- GUEST POST: Jerry Sokol on Customer Experience Metrics
- 3 Ways to Get More from Your Mystery Shops
- Customer Experience: Use The Right Metrics
- Starbucks: Your Customer is NOT Your Guinea Pig
- Friendly Customer Service Is NOT Enough
- “Talk Your Walk” with Branded Customer Service
- One Call Does It All: Get there with the Proactive Solutions Score
Activities & News
- May 2017: Dedicated to Improving Customer Service & Measuring CX ROI
- Retailers Waste Time with Critically Flawed Surveys
- The Interaction Metrics Difference
- NYC August 20: The Future of Customer Service.
- Bob Thompson’s Hooked on Customers: Companies Listen Up!
- Current State of Customer Service: 55%
- Current State of Customer Service: 54%
- Customer Service Still Gets a Failing Grade
- NYC | Customer Service Experience Conference
- Customer Service Gets a Failing Grade