ProProfs Blog

OCTOBER 25, 2021

Ever wondered why some surveys succeed in getting the highest response rate while others often go unopened and unattended? Timing determines whether a survey sits in the inbox forever or manages to catch a customer’s attention. Find that perfect moment when the chances of customers completing your survey are the highest.

Surveys 148

Surveys Feedback SaaS Accountability 148

ProProfs Blog

OCTOBER 16, 2020

She’s been collecting customer feedback via surveys for years but feels frustrated that results seem to be diminishing. In fact, last week’s were abysmal: Survey sent: 400. Survey opened: 180. Survey completed: 5. Instead of trying the same old thing, what she could consider is shifting the type of survey. .

Surveys 158

Surveys Construction Personalization Feedback 158

ProProfs Blog

OCTOBER 30, 2021

This is where the importance of customer feedback plays its part. Collecting customer feedback guarantees you never stray too far from the customer’s needs. Even though it has both negative and positive sides, you’ll need both for consumer feedback to work for you. What is Customer Feedback? Source: Broadly.

Feedback 143

Feedback Surveys Customer centricity Metrics 143

GetFeedback

JANUARY 19, 2020

As my trip progressed, I got email requests for feedback at each step. In any case, I clicked on the icon to begin a survey process online, where I saw this: The “overall rating” question gives me more options than the email would have suggested. To complete the survey, I was then asked to: Comment on things I liked or didn’t like.

Surveys 146

Surveys Journey mapping Feedback B2B 146

ShepHyken

APRIL 2, 2021

alone, e-commerce now accounts for 16.1% However, according to Stella Connect’s Customer Service Trends for 2021 report , 80% of survey respondents prefer to talk to a real support agent, versus figuring out the issue with self-service options. It’s how you handle that feedback that makes a difference. In the U.S. of all sales.

Customer Service 303

Customer Service Self service Metrics Average Handle Time 303

ProProfs Blog

DECEMBER 14, 2018

Collecting and responding to customer feedback is critical for any growing business. Ignoring or failing to collect feedback is like flying a plane at night without instruments: you hope you’re headed in the right direction, but you can’t really be sure. So, how do you collect the most relevant feedback from your customers?

Feedback 145

Feedback Surveys Analytics Customer Support 145

ShepHyken

JULY 15, 2022

Step 4: You assign your best client success manager on their account and ensure they’re scheduled for your monthly training workshops as a non-negotiable. Step 5: You send a feedback survey plus a gift card after four weeks in the program to gauge where they’re at and see how it’s going. Conclusion.

Coaching 349

Coaching Customer centricity Accountability Feedback 349

Fonolo

SEPTEMBER 28, 2022

Every call center knows customer feedback is precious. Customer satisfaction and net promoter scores are helpful metrics, but the after-call survey is the most immediate resource. And how should you structure your survey? Keep reading—we’ll guide you through everything you need to know to write a successful after-call survey!

Scripts 138

Scripts Surveys Interactive Voice Response Call Center 138

The Petrova Experience

JANUARY 28, 2025

Businesses need customer feedback collection to thrive in a competitive market. Everyone thinks they are collecting and acting on customer feedback, yet 80% of US companies failed to increase customer satisfaction since 2010. So, despite what many companies think, they are not actually collecting meaningful feedback.

Feedback 40

Feedback Healthcare Surveys Customer retention 40

delighted

APRIL 19, 2023

Online survey distribution methods (think email, link, and website surveys) get great response rates and garner high-quality feedback for two reasons: they’re user-friendly and timed to catch folks while their experience is still fresh. New to QR code surveys, or need a refresher? What is a QR code survey?

Surveys 90

Surveys Feedback Best practices Marketing 90

AWS Machine Learning

MARCH 4, 2024

Alida helps the world’s biggest brands create highly engaged research communities to gather feedback that fuels better customer experiences and product innovation. Open-ended survey questions allow responders to provide context and unanticipated feedback. This post is co-written with Sherwin Chu from Alida.

Feedback 138

Feedback APIs Engineering Surveys 138

ShepHyken

JULY 26, 2019

So for this, you need to take certain pointers into account such as: Competitive insight. Gain feedbacks in real-time – Feedbacks have always been a must! Try capturing feedbacks in real-time. Of course, you can even think of making specific outbound calls to gain more insightful feedback. Consumer research.

Customer Experience 301

Customer Experience Feedback Customer centricity Customer retention 301

CCNG

JULY 12, 2023

It may not surprise you that the next day I got a survey, they wanted my feedback! They already know my feedback, they already know I missed my connection. The airport wants a survey from you on your bathroom experience. I can’t go to any website without someone wanting me to take a survey. Most consumers say No.

CCNG 195

CCNG Airlines Surveys Feedback 195

delighted

MAY 20, 2024

When it comes to getting high survey response rates , nothing beats out a survey that meets your users right where they are, on your website or in your app. Our new Web Widget for Surveys makes it unbelievably easy to set up a native pop-up survey. Gone are the days of invasive, clunky, long-form website surveys.

Surveys 92

Surveys SaaS Feedback Engineering 92

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. Unlocking the power of VoC feedback is vital to the success of any business. This feedback helps inform how they operate going forward.

Surveys 78

Surveys Feedback Banking Best practices 78

ShepHyken

FEBRUARY 14, 2022

My Comment: I’m often asked about the best survey questions. I believe quantitative survey questions, such as NPS, CSAT, etc., can give you numbers but the verbatim answers that come with qualitative feedback questions (open-ended questions) can give you some incredible insights. accounting, legal services).

Customer Service 320

Customer Service Surveys Customer Experience Accountability 320

ShepHyken

JUNE 7, 2021

My take is that the interview is combining elements of a survey and focus group. strategy+business) In a recent PwC customer survey, almost 60% of B2B customers reported they had never had an experience with a brand that made them feel special. That question has accounted for millions and millions of extra sales.

Customer Service 357

Customer Service Customer centricity B2B Upselling 357

ChurnZero

APRIL 11, 2025

By regularly asking these questions and keeping your team accountable, your onboarding process will grow alongside your customers. Customer feedback changes depending on the lens youre looking through (i.e. Weve outlined a six step onboarding checklist for your CS team to use, re-use, and keep as a reference.

Metrics 86

Metrics Benchmark Feedback SaaS 86

Totango

OCTOBER 7, 2021

Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Even when you collect customer feedback, it may be gathered through different channels, stored in different data silos, and never coordinated and analyzed in an organized and actionable way.

Feedback 108

Feedback Benchmark Surveys Analytics 108

Nicereply

DECEMBER 21, 2021

Maximize the value of using Nicereply day-to-day and learn how to manage customer feedback! If you work as a Customer Support Manager, working with feedback is a huge part of your to-do list. Let’s look at the best practices of how to manage customer feedback. Negative feedback shouldn’t be ignored. How to do it?

Best practices 98

Best practices Feedback Management Surveys 98

Interaction Metrics

NOVEMBER 21, 2024

Share it across departments for feedback, then apply those insights to 15 more emails. How to Measure Customer Service Quality Through Workshops Use customer service surveys before and after workshops to gauge their impact. Customer Service Survey Example Questions “Did our team resolve your issue efficiently?” “Did

Customer Service 62

Customer Service Metrics Journey mapping CRM 62

ROI CX Solutions

APRIL 24, 2025

Agents should be trained to adapt scripts to real-time situations, while customer and agent feedback should shape ongoing improvements. Focus on referral programs, customer loyalty discounts, and feedback surveys , and always stay aware of competitor behavior as you adapt strategies. Are you still experiencing that?

Scripts 92

Scripts Call Center Upselling Feedback 92

ClientSuccess

JULY 20, 2022

As a CSM, you understand firsthand how critical customer feedback is to the ongoing satisfaction of your customers and the success of your business. On paper, an account can be ticking all the boxes – engaged during meetings, high product usage rates, etc. – Tips for soliciting qualitative customer feedback.

Feedback 89

Feedback Surveys Accountability 89

Nicereply

JULY 31, 2023

A customer satisfaction survey – the easiest way to get feedback from your customers. Customer feedback fuels the engine of any business. With actionable feedback, organizations can make informed decisions. And the easiest way to get customer feedback is by using customer satisfaction surveys.

Surveys 98

Surveys Feedback Customer Support Wireless 98

delighted

MARCH 15, 2023

To do that, you need to know what experiences need improving – which requires regularly reviewing all customer feedback, positive and negative. Email digests allow you to see your feedback at a glance, capturing a subset of the responses you’ve received and delivering them to your email.

Feedback 92

Feedback Accountability Surveys Metrics 92

Beyond Philosophy

DECEMBER 10, 2021

He says that any time you link a survey-based score to someone’s career or compensation, bad things happen. Moreover, with Net Promoter’s robust feedback, you know better what companies will succeed in the market. In other words, people in accounting go to jail if they cheat. . So, What Went Wrong with NPS?

Airlines 273

Airlines Metrics SaaS Accountability 273

CX Accelerator

DECEMBER 31, 2018

The specific challenge was as follows: How can we as leaders develop a healthy blend of compassion, flexibility, and empathy, while fostering the right amount of individual accountability inside of our teams? What are the goals/KPI’s that everyone is accountable for? Anything you want more feedback on?What

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

ShepHyken

NOVEMBER 24, 2017

Then try asking them, through a survey. Are they providing feedback—and how much is positive versus negative? technical, account, and payment issues first, followed by more minor concerns—and assign tickets to them. Take a look, for example, at Microsoft’s official Xbox Support Twitter account.

Customer Service 225

Customer Service B2B B2C Accountability 225

CX Accelerator

OCTOBER 9, 2018

Breaking free from survey mentality with unstructured customer feedback. It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with survey process. Consumers are not as likely to fill out surveys as they once were.

Journey mapping 160

Journey mapping Surveys Feedback Contact Center 160

Nicereply

DECEMBER 17, 2024

This core customer service KPI is typically measured through surveys that ask people to rate their agreement with statements like, “The company made it easy for me to handle my issue.” CES feedback can guide these iterations, ensuring that each update enhances rather than complicates the user experience.

Customer effort 52

Customer effort SaaS Benchmark Surveys 52

Callminer

FEBRUARY 27, 2019

This is because customers perceive this type of interaction as more personal.” — Ruchika Sharma, 12 Voice of the Customer Methodologies to Generate a Goldmine of Customer Feedback , Hubspot; Twitter: @HubSpot. Analyze your customer feedback data and scrutinize it. “A Choose a customer survey methodology that aligns with your brand.

Best practices 174

Best practices Journey mapping Surveys Feedback 174

Steve DiGioia

SEPTEMBER 16, 2016

BF : Yes, we constantly survey both our owners and tenants. We base our surveys on trigger events so we can drill right down into what areas we’re doing well and what areas need work, so that we can improve those processes and coach our people to achieve better outcomes. Does LITTLE have such a program? BM : Absolutely. .

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

Beyond Philosophy

OCTOBER 11, 2019

Every department within the entire organization had a direct or indirect impact on Customer Experience, from the technical service technicians that worked with customers to Accounts Receivable to Logistics. RICOH Canada also engages in Verbatim Zone Employee Engagement surveys. All the change has presented new challenges.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

Lumoa

FEBRUARY 7, 2023

Analyzing the feedback that you do get can be overwhelming, especially when it’s coming from so many different sources. The term “Voice” is used in a metaphorical sense, as customers may not express their thoughts and feelings verbally or through traditional feedback channels. But listening isn’t always that easy.

Customer centricity 158

Customer centricity Feedback Surveys Metrics 158

Callminer

AUGUST 1, 2017

They don’t do anything else except maybe monitor a few calls and give some feedback. Agents can also send feedback directly to script authors to further improve processes. Smitha obtained her license as CPA in 2007 from the California Board of Accountancy. Feedback loops are imperative to success. Jeff Greenfield.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

CSM Magazine

OCTOBER 29, 2024

By preemptively answering typical questions, such as those about account setup, deposit methods, or game rules, casinos can reduce the load on customer service representatives and empower players to find solutions independently.

Customer Service 52

Customer Service Feedback Surveys Accountability 52

ChurnZero

DECEMBER 19, 2024

Account Insights for individual adoption tracking. Account Insights for Success Plan communication to keep customers informed and engaged. Meanwhile, client feedback was overwhelmingly positive: our clients appreciated the hands-on support and clear pathway to maximizing their ROI.

Surveys 52

Surveys Accountability Feedback Government 52