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 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!

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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. .

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Surveys Education Feedback Marketing 147

Beyond Philosophy

JUNE 20, 2015

More important, it involves utilizing a metric or metrics reflecting real-world decision dynamics such as word of mouth and brand favorability which, along with more actionable forms of analysis, will help them to understand, and prioritze, the drivers of bonded, positive behavior. Close to 1,000 survey responses were received.

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B2C B2B Metrics Entertainment 257

ProProfs Blog

NOVEMBER 20, 2020

The answer lies in the formulation of an employee engagement survey that captures the pulse of your employees around the parameters: peer interaction, work culture, job challenge, career prospects, etc. With an employee engagement survey, you can gauge the challenges faced by your employees at the earliest. What Is Employee Engagement?

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Employee engagement Surveys Brand ambassadors Morale 158

ProProfs Blog

APRIL 3, 2020

No matter if you run a million-dollar business or are employed, the chances are that you have come across a survey. For most business owners, surveys have helped to quench their thirst for customer feedback. In reality, in a surprisingly similar fashion, most surveys get ignored and you can’t blame yourself for this, can you?

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Surveys Feedback SaaS Marketing 139

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.

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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.

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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.

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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

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?

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Surveys Feedback Marketing Customer Experience 275

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.

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Metrics Finance Surveys Consulting 312

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 299

Customer Service Surveys Marketing Sales 299

ProProfs Blog

OCTOBER 30, 2020

The answer lies in the return to work survey to gauge employee preparedness to resume work from office. This blog gives you a thorough understanding of: What is a return to the work survey and its importance. Top 9 questions to include in your return to work survey. When to ask the survey questions?

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Surveys Transportation Government Management 153

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?

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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.

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Surveys Consulting Consulting Customer Experience 359

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. So, if you’re ready to transform your customer feedback into a driving force for positive change, dive into this article and learn how to make the most of your customer surveys!

Surveys 78

Surveys Feedback Banking Best practices 78

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.

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Government Morale Finance industry standards 105

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 374

Customer Experience Transportation Feedback Metrics 374

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

Beyond Philosophy

JUNE 1, 2018

Researchers at MIT asked people as they were leaving a science museum to participate in a survey. The people in the survey were unable to answer the question about what size poncho they needed because they didn’t know how long ponchos should be. Instead, you should figure out what substitute questions are they asking.

Surveys 305

Surveys Engineering Consulting Consulting 305

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 264

Feedback Customer Experience Surveys Construction 264

SQM Group

OCTOBER 23, 2024

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

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Surveys Customer Service Feedback 62

delighted

APRIL 1, 2024

One way to measure attendee satisfaction is by surveying them after the event with the right post-event survey questions. Keep reading to learn how to effectively capture the attendee experience with post-event surveys. In this post, we’ll cover: What is a post-event survey? Why send post-event surveys?

Surveys 100

Surveys Feedback Best practices Construction 100

ShepHyken

SEPTEMBER 7, 2023

Feedback collection and analysis Teach your team how to conduct surveys and interviews with customers. Provide guidelines on interpreting data and taking proactive measures before minor issues become churn risks. We’ll get into the specifics of customer success platforms later in this guide.

B2C 360

B2C Customer centricity Feedback Upselling 360

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.

Enterprise 250

Enterprise Consulting Consulting Employee engagement 250

ShepHyken

JULY 12, 2019

Across industries, the collection, analysis, and refinement of data is the battleground businesses are competing in to differentiate themselves to customers. Putting the Pieces Together with Data Analysis and Automation. He shares some examples of how this technology can be a difference-maker.

Customer Experience 292

Customer Experience Technology Enterprise Analytics 292

Connect

OCTOBER 8, 2024

By Craig Smith , CX Automation Manager The adoption of artificial intelligence (AI) across the contact centre is rapidly accelerating, with a survey from unified communications & collaboration research firm Metrigy highlighting that over 70% of contact centre operators increased spending on AI in 2023 and 2024. According to Gartner Inc.,

Virtual Agent 86

Virtual Agent Chatbots Average Handle Time Consulting 86

Playvox

OCTOBER 20, 2023

Despite its challenges, it’s critical that contact centers conduct customer sentiment analysis to gain a deeper understanding and meaningful insights into how their brand, products, and service delivery are perceived. What is Customer Sentiment Analysis?

Contact Center 82

Contact Center Coaching Feedback Surveys 82

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.

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Feedback Contact Center Consulting Consulting 68