Entries by Sophie Leaver

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Put a spring in your step – the CT way

Sorry for the bad spring pun, but there’s no better time to help each other to feel a little more inspired, motivated, cheered, relaxed… you name it, we’re here to help. With the news changing all the time and modern technology sometimes giving us a little bit of an overload of information at times, we […]

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Measuring NPS vs CSAT: A video with Adrian Swinscoe

Our Founder, Lindsay Willott, met with CX consultant and author of Punk CX, Adrian Swinscoe, to help us understand a little more about how to get the best from using Net Promoter Score surveys to measure customer satisfaction. Often, people are strict users of either NPS or CSAT, but Customer Thermometer offers the flexibility to […]

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The Ultimate Service Desk Quotes for Inspiration

A major challenge for IT Service Desks is to provide excellent customer support with often quite technical and complex IT solutions to problems. From upskilling employees across the business around digital transformation, right through to how service desks sense and respond to feedback, there’s a lot of plates to continuously spin. With excellent customer service […]

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Best Practice for Service Desks Infographic

We love hearing from our Service Desk customers about the amazing response rates they get using Customer Thermometer surveys, but what’s also inspiring are the best practice strategies to maximize effectiveness. Thorough customer feedback contributes to a powerful continuous improvement strategy for ITSM and ITIL qualification, and luckily for us we’ve witnessed some fantastic Service […]

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Service Desk Experience Management for ITSM and ITIL

The idea of implementing a ‘continual improvement’ strategy across the entirety of an IT service management organization lies at the heart of both ITIL and ITSM. (If you’re not familiar with these terms, they are a set of practices for IT service management that helps align IT services with the needs of a business.) End users […]

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10 things you can do this week to improve your Service Desk Experience

How much do you know about the service desk experience your customers receive? How much time do you put in to making sure it’s the best it can be? It can be hard to know where to start to tackle such a mammoth task, so we’ve broken it down into a few starting points for […]

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The Ultimate Question 2.0: NPS Book Review

Fred Reichheld published The Ultimate Question in 2006, at a time when thought-leaders started investigating the impact of customer service on a company’s success and profitability. Telephone complaints lines and long-form surveys had been the customer feedback solution of choice for an eternity, but it was becoming clear that these weren’t enough to truly measure […]

CMI setting the bar for MSP helpdesk support

NewCMI Ltd, known simply as CMI, has become renowned in the UK for helping businesses to grow through innovative IT and dependable support. The company has enjoyed phenomenal growth – it now boasts 100+ employees and a client base of 400+ companies across the financial services, manufacturing and professional services sectors. Key to CMI’s growth […]

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10 Customer Success Webinars

Webinars are a succinct and easy way to find out more about a topic that might otherwise seem a bit daunting! We think customer success – which is becoming increasingly pertinent – is just the type. You might already know about customer satisfaction, or customer experience, but it’s time to get up to speed with […]

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15 Event Survey Questions and Template

Organising a successful event takes planning, experience and investment. Whether your event is a social occasion, a fundraiser, a conference or maybe a training session, you want your attendees to have a great experience that they will share with their friends and colleagues. Event surveys are intended to derive feedback from people regarding a specific […]

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The Ultimate Guide to Using Emoji in Surveys and Business Communication

Can you believe it’s been a mere seven years since emoji hit the mainstream? Billions are now being sent each day, with all ages universally embracing the ability to add images to their written communications. Here at Customer Thermometer, emoji, emoticons, icons and feedback symbols are our business. We pride ourselves on being the ‘Instagram […]