ProProfs Blog

JUNE 26, 2019

To make your survey design process easier, we have compiled a comprehensive survey question bank that covers the most basic questions to the most detailed ones across industries. Customer Survey Questions. Human Resource Survey Questions. Market Research Survey Questions. Education Survey Questions.

Surveys 112

Surveys Feedback Education Employee engagement 112

ProProfs Blog

FEBRUARY 19, 2021

The answer lies in Customer Effort Score, a numerical score to calculate the customer’s effort in engaging with your brand. Through this blog, let’s develop a complete understanding of “Customer Effort Score.”. What is Customer Effort Score and Why is It Important? Let’s begin!

Customer effort 78

Customer effort Surveys Wait times Customer Support 78

ShepHyken

OCTOBER 6, 2022

Gartner provides various statistics showing that reducing customer effort can greatly impact customer retention and even reduce costs. In the process, B2B and B2C customers from the US, Canada, UK, Europe, the Middle East, and East Asia answered 1m+ survey questions.

Journey mapping 187

Journey mapping Customer emotions Customer effort B2C 187

CSM Magazine

MARCH 13, 2025

Monitoring trends in NPS helps you pinpoint areas that need improvement to better meet (or exceed) customer expectations. The simplicity of NPS surveys makes them a go-to for businesses looking to consistently track loyalty shifts over time. Businesses can easily implement it via post-interaction surveys.

Metrics 52

Metrics Surveys Feedback Analytics 52

JustCall

AUGUST 1, 2021

And a text survey helps you increase customer satisfaction by gathering feedback on questions that otherwise go unanswered. So, text surveys will get a higher response rate than any other method like email. So, here we bring all answers to your queries in this comprehensive blog post on text surveys.

Surveys 98

Surveys Real estate Feedback Customer retention 98

delighted

APRIL 12, 2019

You’ve created the perfect survey with a reliable distribution method, and as a result, have a gold mine of customer input at your disposal. Now it’s time to put that data to use with some customer feedback analysis. Analyzing customer feedback. Conducting survey analytics can be complicated.

Feedback 68

Feedback Surveys Analytics Metrics 68

Kayako

APRIL 25, 2017

Viktor Magic will walk you through how to run a customer effort questionnaire and why it’s important to track CES after every transaction. Customers don’t want high effort experiences because difficult experiences make the customer feel exhausted. Sending a Customer Effort Survey.

Customer effort 63

Customer effort Surveys Feedback Metrics 63

Kayako

FEBRUARY 16, 2017

CEB, the insight and technology company that investigates customer loyalty best practices, reported that 67% of customers prefer self-service over talking to your team. So how can we meet our customer’s self-service demands? Only 2% of SaaS/Tech businesses had the ability to translate their support center language.

SaaS 92

SaaS Self service Best practices Customer Support 92

ProProfs Blog

NOVEMBER 9, 2021

Taking time in defining goals can lay a strong foundation of the journey to effectively measure customer satisfaction. Centered on your plans and objectives, choose what type of metrics measure customer satisfaction. What type of surveys do you wish to send? For example, a total of 10 customers have filled out the survey.

Surveys 146

Surveys Feedback Metrics Customer retention 146

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

Satrix Solutions

SEPTEMBER 15, 2020

There is a lot of literature and opinion out there when it comes to evaluating customer sentiment collected from your surveys in a B2B environment. In the context of a B2B customer survey, we’re referring to feedback gathered in response to open-ended questions (i.e. Why did you score us the way you did?”).

Surveys 78

Surveys B2B Feedback SaaS 78

Interactions

FEBRUARY 6, 2025

Situations are often complex, customer stress runs high, regulatory requirements are stringent, and operational margins are tight. Lets take a look at common insurance customer service challenges in depth and how your company can build a better customer experience with a state-of-the-art IVA.

Self service 62

Self service Average Handle Time Surveys Contact Center 62

GetFeedback

FEBRUARY 4, 2019

You’ve completed your live chat survey implementation and now you’re receiving valuable live chat survey data. Here at GetFeedback, we ran into the same situation when we applied our own live chat survey tool into our customer support feedback program. Gathering live chat survey data .

Surveys 74

Surveys Feedback Accountability CRM 74

Tethr

JUNE 17, 2021

Are your survey response rates way, way down ? Do you struggle to find out what your customers actually think about your product or service? If your insights feel empty and you’re starting to feel more and more disconnected from your customers, you’re not alone. It’s the best of both worlds! Avoid bias. Get action items.

Surveys 75

Surveys Feedback Analytics Customer Experience 75

NobelBiz

JANUARY 28, 2025

Customer Satisfaction (CSAT) Scores : These reflect how satisfied customers are with their experience. Collected through post-call surveys, CSAT scores provide direct customer feedback. Net Promoter Score (NPS) : Measures how likely customers are to recommend your services to others.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

ProProfs Blog

DECEMBER 11, 2020

This metric helps you identify if your customers are satisfied with your services and the products you sell or if your brand meets their expectations. To calculate this metric, you need to roll out a customer satisfaction survey that can be sent out to customers once they’ve made a purchase or had a recent interaction with your support team.

Metrics 148

Metrics Abandon rate Surveys Customer effort 148

Interaction Metrics

JANUARY 23, 2024

What are typical customer survey program costs? With customer survey programs, as with dresses, there is an enormous range. That’s why we wanted to break down the range of customer survey program costs so you know what to expect and how to maximize value. Clients ask this question all the time.

Surveys 62

Surveys B2B CRM Metrics 62

aircall

JANUARY 16, 2017

Learning how to solicit and utilize customer feedback is a crucial part of any customer retention strategy. Nevertheless, putting together an effective and useful customer satisfaction survey isn’t as straightforward as you might think. Why an effective customer satisfaction survey matters.

Surveys 80

Surveys Brand ambassadors Feedback Customer retention 80

Satrix Solutions

OCTOBER 5, 2020

In my previous article on verbatim feedback, we explored some of the ways you can organize and systematically analyze open-ended feedback collected from your B2B customer surveys. Example 2: Divide the count of theme/code mentions by the total number of respondents who completed the survey whether they provided commentary or not.

Surveys 78

Surveys Feedback B2B Best practices 78

Tethr

JANUARY 7, 2019

Reducing customer effort has become a major focus for customer experience professionals in recent years after “ The Effortless Experience ” (co-authored by our own Chief Product & Research Officer, Matt Dixon ) was published in 2013.

Customer effort 48

Customer effort Coaching Metrics Contact Center 48

CX Accelerator

FEBRUARY 12, 2018

Or it can come into the company outside the formal survey process like chat or email strings, or call recordings. It can even be in the form of free text responses in surveys. And, survey fatigue and other reasons pop up as to why customers are not providing feedback. 3) Empower customers to provide feedback.

Feedback 140

Feedback Surveys Customer advocacy Customer effort 140

Lumoa

FEBRUARY 9, 2023

A handful of inspiring articles on customer centricity: How to empower your organization to improve customer experience by Lumoa, “ 7 Secrets Of Building A Customer-Centric Company Culture ” by Micah Solomon. How a CSAT survey can look like. Image by Retently.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Tethr

JANUARY 7, 2019

Reducing customer effort has become a major focus for customer experience professionals in recent years after “ The Effortless Experience ” (co-authored by our own Chief Product & Research Officer, Matt Dixon ) was published in 2013.

Customer effort 48

Customer effort Coaching Metrics Contact Center 48

Kayako

AUGUST 23, 2017

Viktor Magic will teach why it’s important to ace your next customer feedback survey and which mistakes to avoid. Surveys come in all shapes and sizes. Done correctly, surveys can improve all departments in your business: Your product team can use them to find product-market fit and get customer feedback.

Feedback 61

Feedback Surveys Metrics Customer effort 61

delighted

APRIL 12, 2019

You’ve created the perfect survey with a reliable distribution method, and as a result, have a gold mine of customer input at your disposal. Now it’s time to put that data to use with some customer feedback analysis. Analyzing customer feedback. Conducting survey analytics can be complicated.

Feedback 45

Feedback Surveys Analytics Metrics 45

ProProfs Blog

MARCH 18, 2020

So, what are the essential metrics for measuring customer satisfaction? Some of the most valuable metrics that businesses frequently rely on, no matter the size or industry, are the Net Promoter Score , the Customer Effort Score, and the Customer Satisfaction Score. Customer Effort Score. Net Promoter Score.

Surveys 145

Surveys Metrics Feedback Best practices 145

delighted

APRIL 19, 2019

You’ve done the hard work and earned your customer’s attention, but do you know how loyal they are to your brand or how engaged they are in your business? Do you know why some customers tend to stay while others go? But what is the difference between relationship and transactional surveys? Relationship NPS surveys.

Surveys 60

Surveys Customer Experience Feedback Metrics 60

TechSee

AUGUST 19, 2020

The retailer allows customers to scan the item’s QR code and return it via a kiosk, with no human contact necessary. Safety concerns create emotional effort. Effort is two-thirds about how the customer “feels” or how much emotional effort they have to exert, and safety concerns are a big part of that.

Self service 109

Self service Customer effort Banking Enterprise 109

Tethr

MARCH 26, 2019

They wanted to know how we ran the analysis and what we did and did not control for. They said that they knew that delighting customers and going above and beyond was the right thing to do…so they rejected our argument out of hand. Historically, organizations have relied on surveys to help them spot these trouble spots.

Customer effort 48

Customer effort Wireless Airlines Banking 48

REVE Chat Blog

JANUARY 22, 2020

Understanding customer needs can act as a catalyst for your business to deliver better customer service, build long lasting relationships, and maintain a consistent source of revenue. . The key way to anticipate is via a thorough analysis of the needs and wants of customers. What is the customer needs analysis?

Construction 108

Construction Feedback Customer centricity Surveys 108

Calabrio

MARCH 27, 2025

By incorporating solutions powered by AI, you can monitor service performance in real time with dashboards and data analysis reports, essential for managing the time you spend on calls. Customer Satisfaction (CSAT) This metric is closely tied to customer experience since a happy customer likely had a good experience.

Average Handle Time 52

Average Handle Time Best practices Contact Center Metrics 52

Contact Center Geek

OCTOBER 10, 2017

I wouldn’t have had the career I’ve had without the years of “competitive analysis”. The real punishment I put myself through however, is taking surveys. I have also worked for some companies where I have learned a great deal about customer feedback programs. From my vantage point, here is the evolution of customer surveys.

Surveys 48

Surveys Benchmark Feedback Contact Center 48

Netomi

SEPTEMBER 4, 2021

In this post, we’re covering everything you need to know about customer satisfaction (CSAT) surveys, including: . Customer satisfaction surveys defined . Are these surveys still relevant? . Types of surveys . Customer satisfaction survey templates and examples. Let’s dive in. .

Surveys 52

Surveys Benchmark Best practices Feedback 52

delighted

APRIL 13, 2022

Quantitative research is the collection and statistical analysis of numerical data. Qualitative research focuses on the collection and analysis of data that is non-numerical in nature. Examples of quantitative survey questions. Let’s review some of the most common quantitative survey question types.

Surveys 79

Surveys Customer effort Feedback Metrics 79

delighted

MARCH 29, 2019

An effective customer experience survey is a conversation with your clients and customers. It’s a handshake and a request for feedback in your effort to continually improve your products and services, both on the front lines and behind the scenes. Determining employee or customer satisfaction for retention.

Surveys 50

Surveys Feedback Benchmark Best practices 50

delighted

MARCH 29, 2019

An effective customer experience survey is a conversation with your clients and customers. It’s a handshake and a request for feedback in your effort to continually improve your products and services, both on the front lines and behind the scenes. Determining employee or customer satisfaction for retention.

Surveys 49

Surveys Feedback Benchmark Best practices 49

TechSee

MAY 1, 2022

Customer satisfaction is a key performance indicator (KPI) that measures how well an organization meets customer expectations by rating the level of satisfaction with services or products. Organizations use customer feedback surveys to improve customer experience (CX) and increase customer loyalty.

Customer Experience 109

Customer Experience Surveys Benchmark Wireless 109