ProProfs Blog

FEBRUARY 21, 2019

It’s a well-structured, simple, and striking ‘post-event survey.’. What is a Post-Event Survey? A post-event survey is usually conducted after the event is completed and its purpose is to analyze your audiences/customers’ expectations and thoughts about your event. How Do Post-Event Surveys Help a Company?

Surveys 111

Surveys Feedback Marketing Technology 111

AskNicely

AUGUST 17, 2018

A recent Gartner survey of CEOs found that 40% list growth as their number one business priority for 2018 and 2019. Savvy CEOs understand that growth and employee engagement can be created by listening to customer feedback while following one guiding principle: Be customer obsessed. Enter the Net Promoter Score (NPS) survey.

Feedback 60

Feedback Customer centricity Surveys Employee engagement 60

Toister Performance Solutions

NOVEMBER 12, 2019

In reality, what matters most to the dealer is my survey score. An employee has directly asked me to give a good rating on their survey after every one of these service failures. Here's how surveys can make service failures worse. Does your survey focus on the wrong thing? I received a survey the next day.

Surveys 65

Surveys Feedback Metrics Customer Service 65

ShepHyken

APRIL 11, 2017

How can you make money by understanding the numbers behind this survey? First Up: Shep Hyken’s opening comments focus on the Net Promoter Score®, which is the result of a survey question that asks a customer “How likely would you be to recommend us?” Customer feedback should be responded to in a timely matter.

Customer retention 209

Customer retention Benchmark Surveys CRM 209

CX Journey

APRIL 26, 2017

It was published on their blog on July 6, 2016. Some pundits would have you believe that surveys are dead, that they are no longer important for customer listening and understanding. The good news is that companies are listening through surveys. The bad news is, they’re often doing nothing with the feedback.

Surveys 63

Surveys Feedback Marketing 63

Toister Performance Solutions

AUGUST 10, 2017

It's the most common question I get about surveys. Customer service leaders are understandably concerned about getting a lot of voice of customer feedback. So my clients want to know, "What is a good response rate for our customer service survey?" Here's how to evaluate your own survey response rate the same way I do.

Surveys 48

Surveys Feedback Metrics Customer Service 48

Interaction Metrics

SEPTEMBER 17, 2019

This morning, my rep texted me from the shop where my car is serviced: “You’ll receive a survey from us. I get what he wants, but this is NOT how to do a survey. Since I frequently negotiate with my rep, I have nothing to gain by taking this survey truthfully. Why Issue Surveys? . We hope you recommend us.”

Surveys 54

Surveys Airlines Feedback Analytics 54

Taylor Reach Group

MAY 1, 2020

A 2019 survey, which interviewed more than 6,000 consumers in Australia, Europe, the United Kingdom and the United States says 72% of respondents said, “I am loyal to a certain brand, but as soon as I have a bad experience with them, I move on.” ( Acquia Survey ). Once you’ve identified customers to call, reach out for their feedback.

Consulting 140

Consulting Consulting Surveys Feedback 140

Interaction Metrics

JULY 22, 2019

In other words, you would expect their patient surveys to be relevant, well-written, and to the point. From what I observe, when it comes to measuring the patient experience, good survey design is rare. Example: Kaiser Permanente Survey. About a day later, I received a request to take a survey.

Surveys 48

Surveys Healthcare Feedback Benchmark 48

Interaction Metrics

JULY 22, 2019

In other words, you would expect their patient surveys to be relevant, well-written, and to the point. From what I observe, when it comes to measuring the patient experience, good survey design is rare. Example: Kaiser Permanente Survey. About a day later, I received a request to take a survey.

Surveys 48

Surveys Healthcare Feedback Benchmark 48

Toister Performance Solutions

APRIL 19, 2018

The customer service survey falls into that category for many companies. Smart customer service leaders should either fix their broken surveys or stop doing them altogether. The chances of you filling out a survey about surveys when you really don't like surveys is pretty low. You'd probably stop it immediately.

Surveys 48

Surveys Airlines Advertising Customer retention 48

Interaction Metrics

SEPTEMBER 17, 2019

This morning, my rep texted me from the shop where my car is serviced: “You’ll receive a survey from us. I get what he wants, but this is NOT how to do a survey. Since I frequently negotiate with my rep, I have nothing to gain by taking this survey truthfully. Why Issue Surveys? . We hope you recommend us.”

Surveys 48

Surveys Airlines Feedback Analytics 48

Beyond Philosophy

DECEMBER 12, 2016

A survey by CFI group , global leaders for providing customer feedback, conducted a holiday retail report sponsored by Radial, an Omni channel commerce technology and operations provider. Capturing this business becomes a crucial point to remain competitive moving forward, whether you sell rootie-toot-toots or rummy tum tums.

Consulting 392

Consulting Consulting Sales Customer Experience 392

Nicereply

JUNE 1, 2021

The customer feedback gathered via Nicereply is immediately shared with the team via email so they can follow up with the customer when necessary. NPS and CSAT have been an important performance indicator for Argeweb since 2016, but the tools they have used in the past were developed and maintained by their own development team.

APIs 99

APIs SaaS Surveys Feedback 99

Toister Performance Solutions

MAY 25, 2017

Customer are constantly getting pummeled with survey requests. A 2016 study from Interaction Metrics found that more than 80 percent of America's top retailers offered a customer survey on purchase receipts. The study also found that most surveys were total garbage. Use them to put your existing survey to the test.

Surveys 48

Surveys Customer retention Feedback Customer effort 48

HireIQ

MAY 24, 2016

According to its survey of 277 contact center operators, leading analyst firm Strategic Contact concluded that high attrition is the number 1 issue facing them in 2016. Lobor-related issues occupied four of the top ten spots in this survey. Lobor-related issues occupied four of the top ten spots in this survey.

Contact Center 40

Contact Center Coaching Analytics Surveys 40

Nicereply

MAY 20, 2021

“By measuring customer feedback, we gain solid data on how we are doing and where we can improve.” People at Blueberry Markets started with a third-party customer support service, and they noticed that there wasn’t much data about customer feedback. “It With Nicereply, we were able to set up a funnel-like feedback system.

Metrics 98

Metrics Marketing Feedback Surveys 98

inmoment

JULY 27, 2018

Because this is such a core belief of ours, we are always looking for new, valuable, and relevant ways for you to collect feedback. While this tech is great for translating comments that can then be run through text analytics , there’s a new player on the scene of CX feedback. Need more reasons why? Emotional Context. Stay Current.

Feedback 40

Feedback Analytics Surveys Technology 40

PeopleMetrics

DECEMBER 9, 2016

You’re probably familiar with the classic customer satisfaction survey. In fact, it’s become the new normal for companies to bombard us with their requests for feedback. The Interaction Metrics 2016 Customer Listening Study evaluated the customer satisfaction surveys of 51 top US retailers. © Interaction Metrics 2016. --.

Surveys 64

Surveys Metrics Feedback Customer Experience 64

Toister Performance Solutions

MARCH 2, 2023

A worldwide survey of contact center agents revealed 59 percent are at risk of burnout, including 28 percent who face a severe burnout risk. Agent burnout can lead to: Poor customer service Chronic absenteeism Turnover The survey investigated what factors made agents more at risk of burning out, and what factors made them more resilient.

Contact Center 100

Contact Center Agent burnout Surveys Accountability 100

customer sure

MARCH 18, 2024

Voice of the Customer: Objectives The primary objective of deploying a VoC solution is to systematically capture, analyse, and most importantly, act upon customer feedback. Solution Overview You will require an easy to use platform , able to collect and segment customer feedback across a range of touchpoints.

Feedback 62

Feedback CRM Upselling Metrics 62

Fonolo

OCTOBER 18, 2017

Methodology: CCW Digital surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals in February and March 2017. 74% of those surveyed directly influence their organizations’ customer experience budgets, while 37% either sit-in or directly report to the C-suite. Where to get it: [link].

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

CSM Magazine

APRIL 28, 2016

Are you following the trend of conducting customer surveys? Do you really think customers want to fill out a customer satisfaction survey? How many times have you rifled through a survey just to get the freebie that comes with it? every organization is following-the-leader with customer satisfaction surveys. In the U.S.,

Surveys 40

Surveys outsourcing Airlines Banking 40

Vonage

JULY 25, 2016

And one of the best ways to ensure your business meets customer expectations is through harnessing the power of feedback loops. What are feedback loops? In business, a feedback loop is a system that is created to listen and learn from your customers. Using feedback loops for continuous improvements. Final thoughts.

Feedback 59

Feedback Customer centricity Service level Technology 59

Verint

NOVEMBER 27, 2017

Customer preferences change frequently—especially when interacting with brands—so surveys and methods of contact must follow suit. Here are tips on how to keep your feedback requests relevant and built for optimal response rates. The basics covered in that September 2016 column do still hold true. Involve the experts.

Surveys 32

Surveys Construction Feedback Gamification 32

CSM Magazine

OCTOBER 5, 2022

This trend was brought into sharp focus by a recent survey that revealed nearly two-thirds of consumers have abandoned an account setup journey or online purchase because the sign-up process was too difficult. These testers can travel through your new customer journeys and offer detailed feedback on the overall process.

Entertainment 64

Entertainment Engineering Accountability Feedback 64

ShepHyken

AUGUST 4, 2016

Think of data as representing the ongoing feedback loop between a company’s internal culture and its customers. Much like Voice of the Customer surveys, employee assessments help identify the key drivers that motivate employees to bring their best effort to work. But customer analytics have more to tell you than scores alone.

Analytics 202

Analytics Employee engagement Morale Surveys 202

Interaction Metrics

AUGUST 14, 2024

According to a 2016 Accenture study, the cost of customers switching companies due to poor service is $1.6 Lastly, we do a customer service survey to see how customers perceive the company and if the changes and training we’ve implemented are having an impact. Bad customer service hurts companies’ bottom lines—by a lot.

Consulting 62

Consulting Consulting Customer Service Surveys 62

ShepHyken

MARCH 23, 2018

63% of US CEOs are hiring , but they say it is more difficult to find the qualified workers they need (PwC 21st Annual Global CEO Survey). Situation : Your latest employee survey reveals a decline of trust in leadership. Negative customer reviews or feedback. Situation : A top goal for 2018 is hiring key talent.

Airlines 210

Airlines Morale Benchmark Marketing 210

GetFeedback

FEBRUARY 15, 2019

The Net Promoter Score survey isn’t where the magic happens—it’s where it begins. Unlike conventional surveys, you won’t benefit from sitting back and waiting for NPS results to roll in. To get valuable insights, you have survey strategically. This segmentation becomes vital during survey analysis. Who are they?

Surveys 60

Surveys CRM Feedback Sales 60

GetFeedback

JUNE 12, 2019

In 2016, McKinsey and Company reported that even a slight improvement to the buyer’s experience could have up to a three-percentage-point impact on revenue. Leverage customer feedback. First, map your NPS survey data to each step of the customer journey. First, map your NPS survey data to each step of the customer journey.

Surveys 79

Surveys Feedback Benchmark Education 79

delighted

JUNE 24, 2020

Have you ever sent or received an annual employee experience survey that asks questions such as “How satisfied are you with your workspace?” Employee experience surveys are common, though recent studies have shown that actually, many companies have not made employee engagement a priority [1]. Start with leadership.

Employee engagement 105

Employee engagement Surveys Technology Analytics 105

Beyond Philosophy

DECEMBER 16, 2021

In another incident, the salesperson demanded that I give him a nine on the survey because it affects his bonus. Dajani built it in this first three years with the company back in 2016, working with his cross-functional team called the Customer Experience Steering Committee (see what they did there?).

Sales 195

Sales Consulting Consulting Customer Experience 195

Taylor Reach Group

APRIL 9, 2020

A 2019 survey, which interviewed more than 6,000 consumers in Australia, Europe, the United Kingdom and the United States says 72% of respondents said, “I am loyal to a certain brand, but as soon as I have a bad experience with them, I move on.” ( Acquia Survey ). Providing poor CX is incredibly expensive!

Consulting 173

Consulting Consulting Contact Center Surveys 173

Lumoa

AUGUST 23, 2021

How to elevate Customer Experience post-covid In a recent survey by Bain and Co. A UJET survey done in early 2020 revealed that “72% of consumers age 18 to 64 said having the ability to text with a live agent in real-time would improve their overall customer service experience.” People are seeking a more balanced, healthy lifestyle.

Customer Experience 88

Customer Experience Surveys Analytics Customer retention 88

Nicereply

JUNE 18, 2020

If you let them go silently into the night, you’re missing out on a big opportunity for clear, unfiltered feedback. By keeping it open-ended they got specific, actionable feedback that they didn’t expect. — Viktor Magic (@viktormagic) November 16, 2016. Tyler Wanlass (@twanlass) November 18, 2016. What’s more?

Customer retention 125

Customer retention Feedback Surveys Metrics 125

SharpenCX

JUNE 23, 2021

The American Express Customer Barometer Survey says 13 minutes is the cutoff before people abandon calls (and likely never call back). Agents seek clear priorities, direction and feedback from their managers. Then, score them based on a system of feedback and questions you develop ahead of time. What’s its trigger and timing?

Contact Center 101

Contact Center Abandon rate Management Metrics 101