Customer Thermometer helps the world’s most
Based just outside London, UK,
Customer Thermometer has thousands of users in over 50 countries.
Before starting Customer Thermometer, we ran our own marketing agencies. Between us, we had over 100 clients; most were Fortune 500 and FTSE 350 companies.
We experienced the same problem. Once you get beyond about 20 staff it is impossible to handle the customers yourself. And that’s a really good thing.
You need to go and hire bright, enthusiastic people with a great service ethos to look after your customers. It’s the only way to grow, especially if you’re a services business. But being one step removed from some of your customers can be really tough.
So, we built our own email feedback survey solution …
Customer Thermometer helps the world’s most customer-obsessed businesses get 1-click email feedback on how they are doing. Founded in 2007 by Mark Copeman and Lindsay Willott, the service has customers from the Fortune 500, down to sole traders from across all industries.
Every day, around the world, thousands of people rely on the service to give and receive real time feedback.
No longer are consumers and businesses willing to answer 10+ question surveys, following a simple transaction. Instead, with the advent of 1-click feedback, response rates are climbing again. Many of our customers report 80%+ response rates, which means feedback can become meaningful again.
Service recovery is a key part of Customer Thermometer’s ethos. If a recipient clicks a red light, you know a customer is unhappy, you can be alerted in real time, to deal with the problem and stop customers leaving.
Our Thermometers enable you to ask recipients one question, with (up to) four possible responses. Each question can be answered with a single click from within the email itself.
There are three types of feedback survey available:
- Embedded Thermometers – you send the survey embedded in an email, via a 3rd party system, such as a helpdesk / CRM system.
- Signature Thermometers – you add the survey to your regular email signature, e.g. in Outlook, Gmail (for use with Xink too).
- Email Thermometers – you send out the survey directly from the application, to a contact list you have uploaded
Once a recipient has clicked on a response from within the email, they are taken to a ‘landing page’ thanking them for their answer. You can customise this page and include a comment box if you wish.
Lindsay founded Customer Thermometer with the aim of creating a great product that makes a difference - a product that makes it simple to source feedback and fun for customers to use - as well as to create a company that’s great to work for, and great to work with. She is fascinated by the relationship between customer service and marketing - in a world where reputation spans both disciplines Customer Thermometer is both a powerful retention tool and a powerful marketing tool.
Prior to founding Customer Thermometer, Lindsay founded a top 10 tech marketing agency with an industry-beating, award-winning client retention rate. Lindsay oversees the strategy and marketing for Customer Thermometer, and she also currently holds board advisory positions at a number of tech & marketing businesses.
Hero: Tom Peters
Sport: Scuba diving