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.

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CSAT Stat of the Month: Resolve a Complaint Quickly...

"...and 9 out of 10 customers will buy your product/service again" What's the background? It's a commonly-held industry belief that resolving a customer complaint quickly will help you to hang onto that customer, and dramatically increase…
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Shoe Dog: Book Review

When 3 different people are kind enough to recommend the same book to you in less than a fortnight, you've got to read it.Shoe Dog is the exceptional memoir of Phil Knight, co-founder and creator of Nike.Nike is one of those ubiquitous…
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3 things an MSP survey needs

Many MSPs and IT support teams currently assess customer satisfaction via long format surveys.As customers become more and more time-poor, these surveys are getting increasingly low response rates.In fact, in many cases long surveys…
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20 examples of cool email signatures

20 ideas and examples of cool email signatures. It's time to turn your everyday emails into a powerful marketing tool ... Think for a minute about the number of emails your organization sends out each day.Every employee emails customers,…
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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…
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CSAT Stat of the Month: An Unhappy Customer Tells...

"A happy customer tells 3 people; an unhappy customer tells 10 people"   What's the background? There are many variations of this CSAT stat which crop up on a regular basis. You will almost certainly have seen versions of the statistic…
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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…
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What survey response rate should I expect?

I love my job - on average I get to speak to at least 10 businesses every week, all considering moving to Customer Thermometer. They all have one thing in common - they want more feedback. The most common question I hear during these conversations…
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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…
Only the Paranoid Survive Book Review
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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…
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CSAT Stat of the Month

"80% of your future profits will come from just 20% of your existing customers"   What's the background? This is a well-known CSAT stat which is often cited in discussions about customer retention.It is known as the 80/20 rule,…
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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…