CCNG

JUNE 5, 2024

In this article, I would like to discuss some of the common mistakes made in conducting customer surveys and then lay out how a complete customer feedback program should be organized. To take that one step further, I once had a car dealership inform me that if I brought back a completed survey, they would give me a free oil change.

Surveys 195

Surveys Construction CCNG Feedback 195

CCNG

AUGUST 16, 2023

In today’s environment, surveys seem to be everywhere. We are sent a survey after nearly every transaction. The mix of transaction and relationship surveys has at times become indistinguishable to customers. Having tools to monitor the number of surveys sent to customers is important. Biased surveys are indeed useless.

Surveys 195

Surveys CCNG Airlines Consulting 195

PeopleMetrics

MARCH 18, 2025

In fact, they might be even more crucial today because they're public surveys available to everyone online. For instance, if you have many reviews, AI-driven sentiment analysis can quickly categorize reviews as positive, negative, or neutral, alerting your team instantly when there's an urgent issue.

Surveys 62

Surveys B2C Best practices Feedback 62

Calabrio

APRIL 8, 2025

Analytics A Guide to Contact Center Sentiment Analysis & Measurement Jump ahead What is Contact Center Sentiment Analysis? How Does Contact Center Sentiment Analysis Work? But to go with their analytics and sentiment analysis tools, teams need the right strategy. What is Contact Center Sentiment Analysis?

Contact Center 52

Contact Center Best practices Coaching Analytics 52

ShepHyken

NOVEMBER 25, 2024

The Power of Customer Behavior Analysis by Mike Henry (InMoment) Customer behavior analysis refers to the process of studying, analyzing, and acting on your customers’ behavior. Isn’t that exactly what we want? Especially when you’re on the receiving end of customer complaints. But that’s not always the case.

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Customer Service Contact Center Customer Experience Call Center 176

PeopleMetrics

APRIL 10, 2025

Static surveys have long been the industry standard in VoC. Enter conversational surveysan innovative approach that uses AI to turn a static survey into a dynamic, evolving conversation with your customer. And heres the key: the best application of AI in surveys right now isnt about replacing structured surveys.

Surveys 62

Surveys industry standards Feedback Metrics 62

Interaction Metrics

DECEMBER 10, 2024

Analyzing open ended survey questions is the single most fruitful method for getting meaningful, honest feedback. Jump to: How Do ChatGPT, Gemini, and Claude Stack Up for Text Analysis? This in turn, allows you to uncover answers to questions you might not have even thought to ask about in the ‘main’ parts of your surveys.

Surveys 62

Surveys Metrics Analytics Customer effort 62

Lumoa

FEBRUARY 7, 2023

During an NPS survey, a customer replies with a 7 and comments that they’d love to see the reporting section expanded. From qualitative to quantitative information, actively soliciting feedback to passively analyzing user behavior, text analysis to interviews, VoC data collection can run the gamut. That’s where Lumoa comes in.

Customer centricity 158

Customer centricity Feedback Surveys Metrics 158

Lumoa

JANUARY 8, 2024

This is where stepping up to a text analysis software or a comprehensive customer experience platform becomes a big move for your business. Think about all the customer feedback we see – tweets, reviews, comments, surveys. That’s where text analysis, or text mining, comes into play. The market reacts, and reviews pour in.

Feedback 147

Feedback Analytics Multichannel Surveys 147

Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. But with great power comes great responsibility – if you’re going to get the results you need to make critical business decisions, it’s important that your survey design is done well!

Best practices 147

Best practices Surveys Metrics Construction 147

ProProfs Blog

OCTOBER 4, 2020

As a result, it’s not surprising to see businesses chase customer feedback through interviews, surveys, questionnaires, and more. Even some expert marketers make the grave mistake of considering surveys and questionnaires as the same and often use them interchangeably. Now let’s take a look at surveys. .

Surveys 147

Surveys Education Feedback Marketing 147

ProProfs Blog

SEPTEMBER 18, 2020

In most cases, the right survey participants can bring the difference between a successful survey and a not-so-successful one. In the following discussion, we will learn who a survey respondent is and how you can find the right survey respondents. What Do We Mean by a Survey Respondent? In-house Human Resources.

Surveys 147

Surveys Chatbots Feedback Finance 147

ProProfs Blog

OCTOBER 30, 2020

These customer survey questions are a great way to check your customer’s happiness with your products and services. . Good customer survey questions capture the real emotions of the customers that reflect the perception of the brand. But, research shows that as few as 2% of your customers care to answer the survey questions.

Surveys 158

Surveys Feedback Customer Support Construction 158

Beyond Philosophy

MAY 14, 2015

Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.). Nor have they approached their channels from an outside-in approach , which is how we encourage our clients to approach the analysis of their current Customer Experience. Clearly, more Customers want self-service options.

Self service 402

Self service Best practices Customer Experience Call Center 402

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

Beyond Philosophy

AUGUST 15, 2019

Some examples are Net Promoter Score ® (NPS) or Customer Satisfaction surveys. I also always get a survey after the flight, which is far too many of them. Peppers agrees that this data isn’t ideal for measuring Customer Experience performance but says that VOC surveys are essential to discover areas of opportunity in the experience.

Metrics 312

Metrics Finance Surveys Consulting 312

ShepHyken

FEBRUARY 26, 2019

They discuss the importance of customer feedback, the most effective surveys, and how to use these tools to create customer loyalty and improve your business. As a general rule, surveys should be sent out to customers within 24 hours of their experience. Keep surveys short and simple. What’s the best survey question?

Surveys 266

Surveys Feedback Marketing Customer Experience 266

ProProfs Blog

JULY 20, 2021

A survey is an effective medium to collect feedback from your target audience. Sensitive questions on age, income, race, and religion form an unavoidable part of demographic surveys, market research surveys, health surveys, and so on. Usually, people are reluctant to share personal information via offline surveys.

Surveys 145

Surveys Government Feedback Construction 145

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 30, 2021

Apart from this, you can conduct regular user experience surveys to take the pulse of your software or website users. UX surveys are only as good as the questions you ask your participants. To help you navigate this, I bring a list of 10 user experience surveys questions you should never forget to ask. How to Conduct UX Surveys.

Surveys 139

Surveys Best practices Construction Analytics 139

ShepHyken

NOVEMBER 21, 2016

However, companies without analysts often see analysis as the complex part of the Net Promoter process due to the use of statistical tools. In this guide, we will not only explain the statistical side of Net Promoter, but also how to do driver analysis with simple math that doesn’t require any statistical knowledge. It’s worth it.

Customer Service 298

Customer Service Surveys Marketing Sales 298

Fonolo

SEPTEMBER 28, 2022

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! What is an After-Call Survey For? DID YOU KNOW?

Scripts 138

Scripts Surveys Interactive Voice Response Call Center 138

Beyond Philosophy

JANUARY 30, 2017

Moreover, per Groupon’s latest survey, most people lie about being happy about the gifts they receive at the holidays. The Groupon survey revealed many significant findings: 73% of respondents admitted to faking their reaction to a gift on a regular basis. I have lied about this. I’d wager you have, too. Why Customers Lie to Us.

Surveys 359

Surveys Consulting Consulting Customer Experience 359

Fonolo

MAY 27, 2021

Measuring engagement through surveys allows for employees to feel heard. That’s why agent engagement surveys are so important. What is the Purpose of an Agent Engagement Survey? Agent engagement surveys help you reach the end goals of better profits and agent performance. Best Practices for Agent Engagement Surveys.

Call Center 136

Call Center Surveys Coaching Best practices 136

Beyond Philosophy

MARCH 20, 2017

According to a recent Gartner survey, 74% of providers focus too much on their product features and technology. It starts with objective analysis. So what is the secret? Providing ‘value’ to the Customer. However, most organizations are terrible at doing this and particularly bad at articulating it. What do your Customers care about?

Customer centricity 344

Customer centricity Sales B2B Surveys 344

CSM Magazine

DECEMBER 4, 2023

Through advanced econometric analysis, we aim to illuminate the deep connection between ESG initiatives and Corporate Financial Performance (CFP). A recent survey reveals that a significant 75% of investors believe companies should prioritize addressing ESG imperatives, even if it means foregoing short-term profitability.

Government 105

Government Morale Finance industry standards 105

Nicereply

OCTOBER 22, 2024

What is a feedback survey? A feedback survey is a great way to get valuable information about your customers’ preferences while keeping them engaged with your brand. If you’re curious about what is feedback example or how to design an effective survey for your business, read on. What Is a Feedback Survey?

Surveys 52

Surveys Feedback Customer retention Construction 52

COPC

SEPTEMBER 23, 2024

One AI-powered tool that has gained widespread use is sentiment analysis, designed to gauge customer emotions and improve service delivery. They had invested in a sophisticated sentiment analysis tool to measure customer satisfaction in nearly real-time. However, despite its popularity, many executives remain unconvinced of its value.

Feedback 82

Feedback Contact Center Consulting Consulting 82

AWS Machine Learning

DECEMBER 4, 2024

For this post, you’ll upload the files containing unstructured data that we mentioned previously ( product-reviews.txt , survey-response.txt , and world-news.txt ). The following diagram illustrates the conceptual architecture of an AI assistant with Amazon Bedrock IDE. Choose Click to upload , and upload the three files.

APIs 103

APIs Sales Surveys Analytics 103

ShepHyken

DECEMBER 3, 2021

Through a variety of surveys and feedback forums, XGS realized that we had some work to do to create an internal culture that drove employee engagement and satisfaction. Anything less is a failure, in our eyes, and requires corrective action and root cause analysis follow-up. Happy Enabled Employees = Happy Customers.

Customer Experience 363

Customer Experience Transportation Feedback Metrics 363

Toister Performance Solutions

NOVEMBER 9, 2023

After the call, they get an email asking them to complete a survey. The survey is intended to evaluate overall customer service and the individual rep's performance. Unlike a survey that only measures customer satisfaction after a contact, the sentiment arc measures the change in customer satisfaction over the course of a contact.

Surveys 100

Surveys Metrics Customer Service Customer Experience 100

SQM Group

OCTOBER 23, 2024

Explores the potential of sentiment analysis to revolutionize the way your business gathers feedback

Surveys 62

Surveys Customer Service Feedback 62

ShepHyken

NOVEMBER 13, 2020

Running a more detailed survey targeted at users who were dissatisfied with your email service will reveal why it received a lower NPS score and you can work on improving it to the betterment of your overall customer experience. Maybe it’s because the response times are slow, or maybe because the format of your email support is off.

Feedback 256

Feedback Customer Experience Surveys Construction 256

ChurnZero

DECEMBER 14, 2022

To a large extent, this is due to a reliance on outdated survey-based systems that, for decades, have formed the foundation of customer intelligence. In many businesses, there are entire teams dedicated to managing surveys and deciphering results. Survey results are often ambiguous, failing to reveal the cause of customer frustration.

Surveys 98

Surveys Customer advocacy SaaS B2B 98

Lumoa

DECEMBER 19, 2023

The secret lies in the capabilities of AI and its proficiency in conducting sentiment analysis. In this article, we’ll explore five innovative and creative ways to leverage AI for sentiment analysis. However, this manual sentiment analysis has its limitations and challenges.

Feedback 78

Feedback Banking Chatbots Automotive 78

Beyond Philosophy

JANUARY 24, 2018

To assist both individuals and managers in helping determine readiness to move from employee satisfaction and engagement to ambassadorship, we have designed a brief, but insightful, self-assessment survey. This survey feeds into a database of responses which, once completed, is shared with the respondent.

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Enterprise Consulting Consulting Employee engagement 250