Customer Feedback

Customer feedback is becoming increasingly hard to get in any representative way. The traditional customer survey now gets sub 2% response rates. Tweets, Facebook posts, review sites, likes and shares are all very well, but often it’s only the customers who shout the loudest (often those who’ve had a bad experience) who get heard.

We created Customer Thermometer to tackle exactly this problem. We are dedicated to sourcing the fastest and most accurate picture of how your customers feel without bothering them. In this section we’ve collected our best articles on the changing face of customer feedback, and how to navigate it.

back to work post covid survey templates
, , , , , , , , , , , , , ,

Your Back To Office Post-Covid Employee Feedback Kit

It’s been a long time coming. But now is the time to start planning to welcome employees back to the office, and back to brand new working arrangements. It won’t be straightforward. Acclimatising to 100% working from home had plenty…
World Book Day Header
, , , , , , , , ,

World Book Day: Celebrating Wellbeing and Success

Happy World Book Day! This year’s annual celebration of books on 4th March has an added resonance because of the resurgence in reading over the last 12 months. Books are fantastically important. Their stories unlock learning. Stephen King…
Survey Response Drivers launch
, , , , , , , , , , , , , , , ,

What’s new in 2021 so far? A rundown of the latest Customer Thermometer updates and features

It’s been a tough period for so many people, but we’re excited and optimistic about what the rest of 2021 has in store. We’re as determined as ever to support our customers with loads of useful new features and integration capabilities. We’ve…
How to create a customer journey map
, , , , , , , , , , , , , ,

How to create a customer journey map

Extracting maximum value from customer feedback requires structure rather than a scattergun approach. Welcome to the world of customer journey mapping, for which we’ve created a cartographic-inspired guide to help you navigate.  You can…
Closed Loop
, , , , , , , , , , , , , , ,

Move the Needle on CSAT and NPS® with Closed Loop

We’re very excited to share that we’ve added a new Closed Loop feature to Customer Thermometer to expand the value of real-time feedback. It takes our concept of the 1-click survey to the next level, where you aren’t just measuring and…
Retention Point Krob Book Review
, , , , , , , , , , , , , ,

Retention Point by Robert Skrob: Book Review

The era of the subscription economy was already in full swing before the events of the last 12 months put it into overdrive. Increased buyer preferences for as-a-service models (in B2C and B2B alike) and the enabling effect of widespread digital…
2021 mega trends customer service email
, , , , , , , , , , , , ,

A Meta Analysis of 2021 Mega Trends

Opinions of how the future will turn out can differ wildly, even among leading experts in their fields. And you won’t know who was right and who was wrong until long after the fact. There is no shortage of 2021 predictions to consult. We…
customer thermometer better nps score net promoter score
, , ,

How to Get a Better NPS Score

Net Promoter Score (NPS®), first developed by Fred Reichheld and Bain & Company in 2003, is a well-established measurement of a business' reputation with its customers. It acts as a league table for competing companies to benchmark their…
CX Customer Experience Program 2021
, , , , , , , , , , , , , , ,

How To Keep Close To Customers: Customer Experience 2021

2021 is going to be utterly unique. Sweeping changes in our habits has created a rush to do everything digitally... One of the most fascinating bits of research to cross our desks of late is the ‘Gartner Top Strategic Technology Trends…
CSAT NPS measures basket
, , , , , , , , , , , , , , ,

What should be in your basket of CSAT measures?

Customer success metrics and KPIs need to be reliable. They need to be telling your business useful truths. Customer intel you can act upon. Warnings you can heed. Triumphs you can substantiate. Cause and effect you can use to try to predict…
Inside the CX Masterclass
, , , , , , , , , , , , , , , ,

Inside the Customer Experience Masterclass

Just the other day we held a virtual roundtable with CX rockstar Matt Watkinson. Matt is the best-selling author of The Grid and The 10 Principles Behind Great Customer Experiences. We called the event “The Leader’s Guide to Customer Experience”. Among…
Talking to Strangers Malcolm Gladwell Review
, , , , , , , , , , , , , , , ,

Talking to Strangers by Malcolm Gladwell: Book Review

I had this book on the shelf for some time but was only inspired to pick it up when I felt the need to be connected with my fellow humans more than ever. Understanding, compassion and faith in each other seem so critical but yet so elusive when…