Entries by Lindsay Willott

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See us at Kaseya Connect, Las Vegas in May 2017

We’re delighted to announce Customer Thermometer will be exhibiting at Kaseya Connect 2017. Taking place between May 9-11, the Kaseya Connect event features a keynote from Kaseya’s CEO Fred Voccola, and brings together many leaders in the IT and MSP industry at the beautiful Caesar’s Palace, Las Vegas, Nevada. Come and visit our booth and meet our […]

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Time to Insight: A key metric for CX and CI professionals

Forward-thinking companies can now generate a great deal of real-time, customer and market insight from their day-to-day operations. We’re now in a world where Uber can rack up 2 billion rides across 400 cities since it launched in San Francisco just 5 years ago. A world where, in just 8 years, Airbnb now has half a million […]

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How to measure internal customer satisfaction

Businesses are a network built from a chain of processes and handoffs that generate a product or service. Each link in the chain is a different department serving the next link in the chain. If there’s a weak link, internal customer satisfaction suffers, and in turn the entire organization (including the external customer) suffers. This […]

14 ways to improve your
survey response rate

Looking to improve your survey response rate? You’re not alone. It’s one of the major reasons businesses swap to Customer Thermometer. Potential customers often say to us “our response rates have been declining”, “I’m worried we aren’t hearing from the customers who really matter”, “our current survey tool doesn’t work on mobile devices properly”, and “people […]

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Building a Customer Service Alert System that works

Let’s set the scene Just like a smoke alarm can help you act when there’s fire, a customer service alert system can help you act quickly on customer issues. It’s a method of alerting the right person in real time when a customer sends a signal of dissatisfaction into your business. It could be an email, […]

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Only the Paranoid Survive: Book Review

Only the Paranoid Survive: How to Exploit the Challenges That Challenge Every Company is a book originally recommended to me by Ben Horowitz. It’s written by Andrew Grove, who led Intel’s astonishing growth and was seen by many as a founding father of Silicon Valley. Andrew started at Intel at its inception in 1968, going on […]

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Embrace simplicity –
The need for simple feedback tools

Technology is becoming more and more complex. Tools have unlimited configurations, bloated feature sets and complicated deployment requirements. Nowhere is this more true than in the realm of customer feedback. Customer surveys have become lengthy and unwieldy. Searching “customer service survey” on Google returns over 66 million results – it’s all a bit overwhelming, isn’t […]

A complaint is a gift

Jannelle Barlow and Claus Moller, the two authors of “A Complaint is a Gift” were ahead of their time. They wrote this forward thinking book around customer loyalty back in 2008 – as the concept of customer loyalty and customer feedback as scientific processes were very much in their infancy. Today these concepts are all […]

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Our secrets to getting more out of surveys

When was the last time you filled out a survey from a business? Most people will have been asked for their opinion multiple times this week, if not today! Customer surveys are part of life now – and you need to make sure your business is using them wisely. The problem with surveys Most companies […]

Designing surveys for Microsoft Outlook

What makes a good survey design for Outlook? This article explains how to design a survey for Microsoft Outlook and some of the potential pitfalls. If you’re looking to insert a survey directly into Outlook itself, then take a look at this page: “How to insert a survey in Outlook” What are the problems with […]

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After the survey: Our 5 step repeatable process for handling customer feedback

Once a customer gives you feedback in your satisfaction survey, what should happen next? Sometimes, as a customer, it feels like we’re just shouting into a black hole with no chance of ever seeing a response. It’s incredibly disheartening to think your carefully considered feedback is immediately filed under “Very Important” and never seen again. […]

Help desk customer satisfaction survey options

When we launched Customer Thermometer six years ago, our focus started with the marketing agency world. Six years later and our single biggest niche is the help desk customer satisfaction survey. Help desk customers from right across the world have found Customer Thermometer and have been swapping their existing old-fashioned long form surveys to single click […]