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1

Guidance for our original Zendesk write-back

Our Zendesk write-back was upgraded in June 2018. If you began using Zendesk Thermometers before that date, then you will be using the original version of our write-back, as detailed below. However, if you are new to Zendesk Thermometers, please see our latest instructions for Writing back responses into Zendesk. If you would like to switch […]
2

Setting up a Pulseway PSA Thermometer

Create your Pulseway PSA Embedded Thermometer Create a new Embedded Thermometer. Choose “Pulseway” from the i) Embedded Thermometer type drop down box: Customize your Thermometer and Landing pages as required. Generate your embed code Once completed, click the “Generate embed code button”: You will see a window popup. Edit the fields shown below as required. […]
3

Creating a Zoho Mail Signature Thermometer

Step 1 – create your Zoho Mail signature Thermometer Create a new Embedded Thermometer. Choose “Basic HTML” from the i) Embedded Thermometer type drop down box: [ht_message mstyle=”alert” title=”” show_icon=”true” id=”” class=”” style=”” ]Ensure “Prompt for email address” is enabled.[/ht_message] When you’re happy with your setup – you can then add your Thermometer to your Zoho […]
4

Setting up a Kustomer CRM Thermometer

Step 1: Create your Embedded Thermometer Create a new Embedded Thermometer. Choose “Kustomer” from the i) Embedded Thermometer type drop down box. Next, enter your Kustomer sub-domain name. If your Kustomer URL is https://acmewidgets.kustomerapp.com, Enter acmewidgets in the box: This will allow direct links back to Kustomer conversation threads, from within your Customer Thermometer reporting […]
5

Setting up a SolarWinds MSP Manager Thermometer

With the 3.4 release of MSP Manager, notifications are now customizable, allowing Customer Thermometer 1-click surveys to be added. Step 1: Create your Embedded Thermometer [ht_message mstyle=”info” title=”” show_icon=”true” id=”” class=”” style=”” ]A tighter integration with additional features is coming soon.[/ht_message] Create a new Embedded Thermometer. Choose “Basic HTML” from the i) Embedded Thermometer type […]
6

Asking multiple questions

Customer Thermometer exists to get you amazing response rates and great feedback from as many customers as possible on a regular basis. When we created our business back in 2010, we had one mission in mind, to combat survey fatigue. Even back then, people were becoming tired of lengthy surveys. Customer Thermometer revolutionised the industry […]
7

Privacy and data protection

Customer Thermometer prides itself on its security, privacy and data protection. You can find our security statements here. You can find our privacy policy here. Our statements around GDPR (UK only) are here.
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Setting up an Atera Thermometer

Create your Atera Embedded Thermometer Create a new Embedded Thermometer. Choose “Basic HTML” from the i) Embedded Thermometer type drop down box. Generate your embed code Click the Generate embed code button. You will see a window popup. Add the Atera fields you want to be able to report satisfaction data against: We’ve included some example […]
9

Integrating with other systems

Customer Thermometer works as a survey plugin with 40+ different systems and apps. We hear of new systems on an almost daily basis and work hard to ensure customers can use the service, regardless of whether we have a formal integration published. How to tell if Customer Thermometer can work with your system At its […]
10

Setting up a CodeTwo signature Thermometer

[ht_message mstyle=”info” title=”” show_icon=”true” id=”” class=”” style=”” ]You can insert your feedback buttons into Office365 or Exchange CodeTwo signatures. These instructions show the Office365 setup. Note the HTML code generated by Customer Thermometer will work with your Exchange editor too.[/ht_message] Create your CodeTwo Embedded Thermometer Create a new Embedded Thermometer. Choose “CodeTwo” from the i) […]
11

Employee survey question ideas

What it takes to get employees to answer your surveys Understanding the customer is central to maximizing sales revenue, keeping your offering relevant and generally optimizing success. So is understanding your own team. But while surveys have a clear role in business performance by capturing and acting upon the authentic voice of the customer, organizations […]
12

How Hivelocity delivers ultimate customer centricity

When data center provider Hivelocity started out in a Tampa basement in 2002, most competitors in the server hosting industry were leading their go-to-market message with speeds and feeds rather than customer service. Today, with 70,000 square feet of data centre space across Florida, Georgia, New York and California, its founding decision to major on […]
13

Lindsay’s Summer reading list for 2018

As Einstein once said, ‘the only thing you absolutely have to know is the location of the library’. I find reading both relaxing and enthusing in equal measure, and am never happier than with book in hand. Whether you’re heading off for sunny climes and a lounger, an explorative city break or something more active, […]
14

ITSM customer service: 4 key steps

The 4 steps to using ITSM to transform customer service According to the 2017 CIO WaterCooler ITSM survey, organizations mainly use IT service management processes and tools to improve the quality of their IT-related services. In 35% of cases, the objective is to support the customer experience. Proponents of ITSM highlight a range of benefits […]
15

High Point Networks: a VAR delivering exceptional customer service

High Point Networks has staked its reputation on delivering great customer service in a complex and competitive marketplace. It uses Customer Thermometer to gain an accurate, reliable picture of how customers are really feeling. Helping business customers with specialist expertise Amid the big skies and rarefied air of the Upper Great Plains is where you’ll […]
16

9 best customer service events to attend in 2018

Despite so much information at your fingertips, travelling to a conference can still be an extremely good use of time and money. Nothing beats getting out there and speaking to people if you want to learn about best practice and see what’s new in the world of CSAT and customer service. Unless you are a […]
17

Customer excellence using feedback at Victorian Plumbing

Victorian Plumbing is one of the UK’s largest online retailers of branded and in-house designed bathrooms and accessories. Based in Merseyside, UK, the company was founded in 1999 and with its focus on customer excellence, has gone on to enjoy tremendous success. Turnover is expected to hit £100m ($140m) this year. Joe Pascoe is Victorian […]
18

The 5 best practices of a high performing helpdesk

The 5 best practices of a high-performing helpdesk There seem to be two schools of thought around helpdesks. You either look at them as a cost centre or a profit centre. A necessary evil, or a gold-plated opportunity. Whichever it is, and whatever your industry sector, everyone agrees that the help desk has got to […]
19

How The 20 uses Customer Thermometer to help MSPs reach their ultimate growth potential

The fastest online survey in the West In the fast-growing world of IT managed service providers (MSPs), one innovative business is leading the market. By using customer feedback from the very heart of its interactions with customers, The 20 is helping its MSP clients reach their ultimate growth potential. Here’s how The 20 uses Customer […]
20

A look at how online surveys have made the headlines this week

Putting the boot into online surveys The humble online survey came under intense scrutiny from an unexpected source earlier this month when a top English Premier League team asked fans to rate the performance of its manager. Everton Football Club is not unusual in periodically asking its customers questions via online surveys. With global audiences […]
21

How to measure Transactional NPS

Pick a customer and imagine it’s the only one you have. Your first or your best – it doesn’t matter. With only one customer, you can afford the time to invest in understanding their motivations and be responsive to changing needs. But what do you focus upon the most – the overall relationship or the […]
22

How to get customers to take surveys

The question of how to get customers to take your surveys could be solved by looking into research on persuasion and the concepts of consent. If you’re looking to increase your response rate, read on… In his 1947 treatise on the ‘engineering of consent’, Edward Bernays introduced the concept of persuasion as a scientific discipline. […]