PeopleMetrics

FEBRUARY 18, 2025

Theres been plenty of talk about the death of surveys, but lets be clearsurveys are far from dead! I am sure many of you can appreciate this given the number of surveys you probably receive on a weekly or even daily basis. Surveys are evolving into smarter, more dynamic tools for capturing customer feedback.

Surveys 104

Surveys Calibration Feedback Engineering 104

PeopleMetrics

MARCH 11, 2025

A company investing in VoC clearly cares about the customer experiencebut if your survey looks like an afterthought, what message are you really sending? Remember, the survey experience IS part of the customer experience! Customers notice when a survey is slapped together with a generic, low-budget tool. The result?

Surveys 100

Surveys Feedback Chatbots Enterprise 100

PeopleMetrics

MARCH 6, 2025

The shorter your survey, the better your response rates will typically be. For that reason, super-short surveys are increasingly popular, often consisting of just one or two questions: the likelihood that the customer will recommend your company (NPS) and an open-ended "why?" But there's no free lunchand heres the catch.

Surveys 117

Surveys B2C B2B Banking 117

Beyond Philosophy

OCTOBER 11, 2024

Customer feedback is critical to managing and improving your customer experience but it isn’t easy to get. In this episode, we tackle a common problem many businesses face: how to get more actionable customer feedback. Waterton shares valuable tips on making the feedback process seamless, efficient, and impactful.

Feedback 195

Feedback Surveys Personalization Customer Experience 195

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 174

Customer Service Surveys Feedback Chatbots 174

ShepHyken

FEBRUARY 18, 2025

How can companies get better customer feedback? Your employees are just as valuable sources of feedback as your customers. While customer surveys and digital feedback are helpful, the most valuable insights often come from direct observation and conversations. How can businesses move beyond customer satisfaction metrics?

Customer Service 219

Customer Service Construction Metrics Feedback 219

ShepHyken

FEBRUARY 27, 2024

Why does a company send out a customer satisfaction survey? In the weekly Super Amazing Show I do with Brittany Hodak, we talked about surveys. Here is a shortened version of his comment: “Saying, ‘Short surveys are better,’ is a bit like saying tall people are better at basketball.

Surveys 236

Surveys Feedback Customer Service Customer Experience 236

ShepHyken

FEBRUARY 24, 2025

How can companies use digital and conversational signals to understand customer feedback better? By collecting feedback from various sources like surveys, chat, online reviews, social media, and customer interactions, companies can identify what makes customers happy and what they can improve.

Customer Experience 206

Customer Experience Surveys Feedback Technology 206

CCNG

JUNE 5, 2024

I am thrilled that the vast majority of organizations have started to realize that it is important to get feedback from their customers. 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.

Surveys 195

Surveys Construction CCNG Feedback 195

ShepHyken

MARCH 30, 2025

Survey Shuffle to AI Shuffle: Medallia Wants to Reshape the CX Deck by Dom Nicastro (CMSWire) It starts with hiring right to begin with, Hyken said. This is where consumer feedback proves invaluable. My Comment: And speaking of CX metrics and feedback, heres an excellent article about consumer feedback.

Customer Service 174

Customer Service Feedback Surveys Customer Experience 174

Interaction Metrics

JANUARY 31, 2025

Finding the right customer satisfaction survey company can make or break your ability to measure customer satisfaction and gain actionable insights. This guide covers the top customer satisfaction survey companies of 2025. The top picks and honorable mentions explicitly offer customer satisfaction surveys and operate within the U.S.,

Surveys 62

Surveys Metrics Benchmark Consulting 62

ShepHyken

SEPTEMBER 18, 2020

He writes about visualizing customer feedback in order to motivate your business to succeed. You can read just as many articles about the importance of customer feedback in operating your business successfully. You don’t want to inundate team members with survey data. And much of the time, that’s for good reason.

Feedback 314

Feedback Customer Service Surveys Accountability 314

ShepHyken

NOVEMBER 24, 2021

To what extent will a company go to try to get customer feedback ? Is it an incentive to fill out a survey? At the end of a project with a customer, she sends an email requesting the customer take a short survey. So, what constitutes a bribe to get feedback? You want feedback. Is it a simple email request?

Feedback 219

Feedback Surveys Customer Service Customer Experience 219

ShepHyken

MARCH 6, 2023

Top Takeaways: Human-centric CX design is all about communicating with customers, and this goes beyond a one-off survey. Why is customer feedback important? How can customer feedback be used to improve service? It is about regularly speaking with customers directly to deeply understand the customer. What is customer-led growth?

Feedback 323

Feedback Customer centricity Contact Center Surveys 323

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

ShepHyken

DECEMBER 17, 2024

Engaging customers through surveys and advisory boards (made up of customers) allows companies to understand their customers needs and generate new ideas. Customer surveys should be a two-way communication. Customers spend time answering customer feedback. Customers want to trust you to deliver a great experience.”

Chief Customer Officer 156

Chief Customer Officer Surveys Feedback CRM 156

VirtualPBX

OCTOBER 17, 2024

What Are Automated Phone Surveys? Automated phone surveys are a common tool businesses use to collect feedback from customers. These surveys give businesses real-time insights into the quality of their service and customer experience. How Do Call Surveys Work?

Surveys 59

Surveys Interactive Voice Response Healthcare Feedback 59

ShepHyken

MARCH 10, 2025

How does AI compare to traditional surveys in measuring customer satisfaction? How can customer feedback effectively enhance products and services? AI not only help with front-facing customer support but it can help identify reasons behind customer churn and dissatisfaction that might not appear in customer feedback.

Chatbots 191

Chatbots Customer centricity Metrics Feedback 191

Interaction Metrics

NOVEMBER 11, 2024

Is your survey a customer listening vehicle? On this episode of the ‘Amas Talks’ podcast, Amas and Martha agreed that if you’re considering how to improve surveys, a survey audit is the first step toward excellent survey design. Or could it be improved? Amas: You’ve been around this space forever.

Surveys 62

Surveys Airlines Benchmark Feedback 62

Beyond Philosophy

DECEMBER 10, 2018

When I checked my email the next morning, there was a survey from the hospital. This absurd question made me aware of how many surveys I actually receive. Survey Overload. In those days, customer surveys played an important role in getting feedback from people who had done business with you.

Surveys 395

Surveys Airlines Feedback Customer Experience 395

ShepHyken

NOVEMBER 13, 2020

He writes about what specifically makes feedback effective in helping you improve your customer service. Feedback, the one thing that businesses know that they need but dread to receive it at the same time. But at the end of the day, it’s the feedback that makes or breaks a company. Should You Ditch NPS for “Real Feedback”? .

Feedback 253

Feedback Customer Experience Surveys Construction 253

PeopleMetrics

MARCH 18, 2025

In fact, they might be even more crucial today because they're public surveys available to everyone online. Customer reviews still rely heavily on real human interactions and genuine feedback from real experiences. Additionally, proactively using VoC surveys to prevent negative social reviews before they happen is still best practice.

Surveys 62

Surveys B2C Best practices Feedback 62

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.

Surveys 52

Surveys Feedback Customer retention Construction 52

PeopleMetrics

JANUARY 29, 2025

While VoC focuses on real-time, operational feedback from all customers, market research traditionally delivers strategic insights based on a sample of customers. Surveys are anonymous, sample-based, often lengthy, and delivered via a report in weeks/months. Surveys are short, continuous, and usually operationally focused.

Marketing 116

Marketing Airlines Surveys Feedback 116

PeopleMetrics

MARCH 4, 2025

If you are a CX or market research professional, your VoC programs successand likely your jobdepends on the health of your transactional surveys. So, you have mapped your touchpoints, conducted a relationship survey, piloted your transactional survey, and trained your key users. This is where AI is starting to make a difference.

Surveys 62

Surveys Abandon rate Feedback Marketing 62

ShepHyken

NOVEMBER 10, 2020

Optimize Your Feedback Loop. Collecting, Responding and Reacting to Customer Feedback. They discuss strategies for collecting customer reviews and feedback and what to do with it after you collect it. Top Takeaways: First you have to get customer feedback. After you get the feedback, you must respond to it.

Feedback 345

Feedback Surveys Technology Customer Experience 345

ShepHyken

MARCH 31, 2021

Focus on Feedback. Create a survey to learn what your customers want and expect from you. The shorter the survey , the higher the percentage of response you’ll get.? . Keep it short and simple – even just two or three questions. Conduct a Focus Group.

Feedback 395

Feedback Surveys Sales Customer Service 395

PeopleMetrics

JANUARY 31, 2025

Who you servebusinesses or consumersshapes everything about how you collect, analyze, and act on customer feedback. But what has changed is how AI is transforming both B2B and B2C VoC, helping companies capture insights more efficiently, analyze feedback at scale, and prioritize the right actions faster than ever before.

B2C 98

B2C B2B Airlines Surveys 98

PeopleMetrics

JANUARY 30, 2025

When I wrote Listen or Die in 2017, we were witnessing a major shift in how businesses captured customer feedback. The VoC Revolution: A Quick Refresher Remember those clunky CSAT telephone surveys? Turns out, customers were more honest on social media than they were in survey feedback channels. But AI alone isnt enough.

Telecommunications 110

Telecommunications Surveys Feedback Call Center 110

Interaction Metrics

DECEMBER 10, 2024

Analyzing open ended survey questions is the single most fruitful method for getting meaningful, honest feedback. 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. Simply reading through comments isnt practical.

Surveys 62

Surveys Metrics Customer effort Analytics 62

ShepHyken

JUNE 3, 2019

7 Must-Know Types of Customer Survey Questions with Tips and Examples by Delighted. Delighted) In this post, we’ll break down the 7 types of survey questions and answer scales, and the pros and cons of each. My Comment: This list focuses on different types of survey questions. Customers are getting survey fatigue.

Customer Service 302

Customer Service Surveys Customer Experience Feedback 302

ShepHyken

NOVEMBER 27, 2020

You’ve listened to your employees, and you’ve created better processes because of their feedback. As Customer Thermometer explains, customer surveys are a great way to gain insight that you can turn into an action plan. But now it’s time to open your ears even further and listen to what your customers have to say.

Customer Experience 398

Customer Experience Wait times Surveys Feedback 398

Beyond Philosophy

AUGUST 21, 2020

The challenge with feedback and reviews is they are frequently solicited but infrequently completed. It also means that you don’t get a representative sample of surveys. Moreover, the team found this across a wide range of domains, including the participant’s willingness to respond to sensitive questions in a survey.

Transportation 448

Transportation Surveys Consulting Consulting 448