Nicereply

NOVEMBER 21, 2023

NPS = (% of responses who are promoters) – (% of responses who are detractors) For example, if you received 100 responses back from a recent NPS survey question, where 40 of them responded as Promoters, 30 were Passives and 30 were Detractors, then your NPS calculation would be 40 minus 30, for a score of 10.

Surveys 59

Surveys B2B Feedback Education 59

delighted

FEBRUARY 26, 2024

Brands send NPS email surveys after a purchase or interaction to collect customer feedback when the experience (and email) is still fresh in the customer’s mind. Sending a successful NPS email survey is easy when you have the right tools and feedback strategies in mind. What is NPS? That’s all you need!

Surveys 99

Surveys Best practices Feedback Personalization 99

Lumoa

JANUARY 25, 2021

In this article, we take a look at rating scales — what they are, how you can use them, and some of their advantages and disadvantages when conducting customer surveys. A rating scale is a closed-end survey question that is used to evaluate how survey responders feel about a particular product or statement.

Surveys 78

Surveys Feedback Analytics outsourcing 78

Beyond Philosophy

AUGUST 13, 2022

How you answer this question is one of many ways that you can explore your personality type. The personality you have will help you determine how to leverage your strengths (and confront your “opportunities”) on your path to success. For each dimension, there are personality traits that are associated with the area.

Personalization 221

Personalization Consulting Consulting Surveys 221

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

NOVEMBER 26, 2021

Voice of the Customer (VoC) surveys are used to analyze the gap between customer expectations and reality. VoC programs incorporate various methods, however, the voice of the customer survey remains the key part among all methods. . But, before moving any further, let’s first understand what a VoC survey is? Retain customers.

Surveys 78

Surveys Feedback Personalization Marketing 78

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

delighted

JUNE 6, 2024

It’s crucial to survey customers at various points throughout their buying journey, especially after they make a purchase. Post-purchase surveys allow businesses to collect valuable insights about their marketing efforts, the products or services they provide, and the overall customer experience. What is a post-purchase survey?

Surveys 96

Surveys Feedback Best practices Marketing 96

Beyond Philosophy

AUGUST 6, 2022

For example, many labor pool shortages in the UK are affected by population migration resulting from Brexit, which makes organizations hard-pressed to find warm bodies, let alone the right warm bodies, to fill their open positions. For example, one reader shared her perspective as a Dutch person living in Britain. The post Wow!

Airlines 243

Airlines Consulting Consulting Customer Experience 243

ProProfs Blog

JANUARY 18, 2022

Even though there are endless ways to ask survey questions – rating scales have always been the most popular. So people will not get frustrated when they see your surveys. . Survey takers are typically asked to choose from multiple options scaled between two extremes such as Unsatisfied to Satisfied. Graphic Scale.

Surveys 142

Surveys Best practices Feedback Customer Service 142

ShepHyken

NOVEMBER 11, 2024

Conversational Surveys: A Game-Changer in Feedback Collection by Barbara Wharton (InMoment) Conversational surveys are surveys designed to feel like a natural conversation rather than traditional survey questionnaires. My Comment: I have a strong opinion about surveys, especially bad ones.

Customer Service 176

Customer Service Surveys Feedback Chatbots 176

Hello Customer

OCTOBER 13, 2021

For example, it may be to : Gauge current CX performance. For example: complaints, criticisms, suggestions, expectations, needs, requests, emotions, etc. These include: Long Form Surveys. Net Promoter Score (NPS) and Customer Satisfaction (CSAT) surveys. Improve a specific business operation or product.

Surveys 98

Surveys Feedback Journey mapping Metrics 98

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

JANUARY 11, 2019

For example, if a customer complains about being overcharged, the company may respond with an apology and issue a refund. For example, Apple hhascarefully designed even something as rare as the process of unboxing a new Mac computer. 3 Amazing Examples of Closing the Customer Feedback Loop. What is the customer feedback loop?

Feedback 249

Feedback Surveys Technical Support Personalization 249

Joe Rawlinson

OCTOBER 2, 2024

For example, you run a delivery business, and you provide cars, vans, and trucks for drivers to load up and take orders to customers. Employees should not use them for personal journeys. With that in mind, you should never let employees use company vehicles for personal journeys. All the savings go down the drain!

Personalization 78

Personalization Best practices Surveys Technology 78

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

delighted

APRIL 12, 2024

Once you discover the power of surveying customers and implementing their feedback, it’s easy to want to scale your feedback program to send more surveys, more frequently. But if you see response rates drop and a lack of customer engagement with your surveys, your audience might be experiencing survey fatigue.

Surveys 98

Surveys Feedback B2B SaaS 98

ShepHyken

MAY 24, 2019

This week we feature an article by Gaetano DiNardi who discusses how many customer service surveys are not giving you proper data and suggests how to improve them. And when you are asked to stay on the phone to provide answers to a brief survey after a customer interaction, do you ever do it? Tips for building the best survey.

Surveys 277

Surveys Customer Service B2B SaaS 277

Fonolo

SEPTEMBER 13, 2022

Through after-call surveys. You might confuse them with net promoter score or cSAT, but post-call surveys are a much more specific way to gather real-time feedback. Of course, these surveys aren’t a foolproof way to improve customer service experience. What is an After-Call Survey? 5 Reasons to Use After-Call Surveys.

Surveys 150

Surveys Interactive Voice Response First call resolution Feedback 150

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?

Employee engagement 158

Employee engagement Surveys Brand ambassadors Morale 158

Beyond Philosophy

OCTOBER 11, 2024

He suggests that feedback should be short and simple to encourage participation, using tools like micro-surveys (e.g., Colin shares an example of a milkman who improved efficiency but lost personal connection with customers, ultimately losing Colin’s wife business. quick emoji selections).

Feedback 195

Feedback Surveys Personalization Customer Experience 195

ProProfs Blog

NOVEMBER 15, 2021

What if I tell you that you could achieve the same by sending out business surveys questions while spending negligible time and money. . And this could be simply done by conducting business surveys. Collecting feedback via business surveys not only helps you advance your business, but also helps save a lot of time, money, and effort.

Surveys 144

Surveys Feedback Morale Customer effort 144

Interactions

JULY 19, 2024

Consumers want personalized experiences when interacting with brands. Personalization can lower customer effort while providing an enhanced experience. However, it has been an elusive goal considering many businesses lack a strategy on how to apply personalization in a way that maximizes the customer experience.

Personalization 62

Personalization Customer Experience Best practices Customer effort 62

Interactions

JULY 19, 2024

Consumers want personalized experiences when interacting with brands. Personalization can lower customer effort while providing an enhanced experience. However, it has been an elusive goal considering many businesses lack a strategy on how to apply personalization in a way that maximizes the customer experience.

Personalization 62

Personalization Customer Experience Best practices Customer effort 62

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

JivoChat

AUGUST 9, 2021

6 Ways to Personalize Customer Service (With Examples). ??Once survey, 60% of customers say experience is more important to them now than it was pre-COVID. So, where does personalization fit into this narrative? Why Personalizing Customer Service Is Important. Per a recent Ultimate.ai

Personalization 52

Personalization Customer Service B2B SaaS 52

JivoChat

AUGUST 9, 2021

6 Ways to Personalize Customer Service (With Examples). ??Once survey, 60% of customers say experience is more important to them now than it was pre-COVID. So, where does personalization fit into this narrative? Why Personalizing Customer Service Is Important. Per a recent Ultimate.ai

Personalization 52

Personalization Customer Service B2B SaaS 52

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 20, 2020

My smartphone feels a lot more personal to me than my PC. For example, writing “I loved it,” or “I hated it,” gets the message out quickly without a lot of supporting reasons why. It also means that you don’t get a representative sample of surveys. To me, this makes sense at an intuitive level.

Transportation 870

Transportation Surveys Consulting Consulting 870

Helpware

FEBRUARY 13, 2024

Modern businesses are on the lookout for new methods that will make their customer support more personalized and tailored. Even simple but AI-powered customer feedback surveys can help your business improve your customer care process and become better than your competitors.

Customer Service 83

Customer Service Self service Customer Care Surveys 83

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

ProProfs Blog

DECEMBER 30, 2021

It divides customers based on their psychological traits – preferences, personality, lifestyle, and beliefs, and gives you a sneak peek of their thought processes. . A psychographic segment example could be a student interested in purchasing an online course. Surveys/Questionnaires . Focus Groups. Website Analytics .

Surveys 78

Surveys Brand ambassadors Advertising Marketing 78

Nicereply

SEPTEMBER 27, 2022

Email surveys are the fastest way to get valuable customer feedback. The problem is most firms don’t know how to get customers to take surveys. This article explains how to get customers to fully complete surveys and respond with quality answers. You’ll also see outstanding survey message samples along the way.

Surveys 52

Surveys Feedback Enterprise Customer effort 52

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

ProProfs Blog

JANUARY 30, 2022

Quantitative Data Types with Examples. A few examples of discrete data include: Number of members in a team. A few examples of continuous data include: The daily temperature of a place. These strata are made using a common attribute that defines that set of people, for example, income or occupation. They are: Discrete.

Surveys 78

Surveys Finance Personalization Marketing 78