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.

Closing the customer feedback loop

What does Closing the Customer Feedback Loop mean? Closing the customer feedback loop is when an organization responds directly to customer feedback in a structured way. This typically has two aims: Making contact with the individual customer…

The Ultimate Guide to Collecting Customer Feedback for all MSPs

We live in an ‘everything-as-a-service’, subscription economy. It’s a world where IT MSPs (managed service providers) fit perfectly, offering perpetual access to the latest tech in an opex-based business model.  Feedback is central…

How to avoid acquiescence bias when gathering customer feedback

Our guide to survey bias identifies 12 distinct types. Among these is one of the most misunderstood and difficult to prevent. It’s also the hardest to spell! It is, of course, acquiescence bias. In this post we explore the topic of acquiescence…

How Do You Create Feedback Emails? Tips, tricks, templates and more…

Feedback comes in lots of forms but what about email feedback? This guide will equip you with the knowledge and skills to command a comprehensive email-based feedback strategy. Let’s dive in! What is email-based feedback? Email feedback…

A complete guide to word of mouth marketing

Welcome to our word of mouth marketing guide. Word of mouth comes from a variety of places and can be unpredictable and hard to control. This guide shows you how to influence the word of mouth that surrounds your brand so that you get more customer…

Instant Feedback: The Importance of Speed in Gathering Customer Feedback

A customer feedback process has many parts. Operating it should be efficient, repeatable and follow best practices too. But what about speed? How important is it that your customer feedback is fast? How do you achieve instant feedback, and what…

Customer Feedback: The 5 Star Guide To Happy Customers

Welcome to this ultimate guide to customer feedback. It’s a big topic so we’ve broken it down into key questions about the nature of customer feedback, its importance and what to do with it. The aim is to provide actionable insights you…

Top 5 Customer Feedback Content Greatest Hits

Attention pop pickers! We’ve compiled a mini mixtape of greatest hits from the Customer Thermometer content hub. It’s no surprise that the no.1 on the list comes from our incredibly popular Ultimate Guide to NPS ‘album’. Read on to…
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10 Great Customer Service Skills You Need To Know

Optimizing the quality of your customer service is critical to success. That means building and nurturing great customer service skills. Customer service skills remain vital even as automation and self-service continues to rise. In fact,…
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On-Brand Customer Feedback Survey Icon Ideas Your Customers Will Love

Businesses strive to deliver a great customer experience that’s unique to their brand. That means bringing the brand into every customer touchpoint – including when collecting customer feedback. Even here, there are cool things you can do…
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Enterprise Feedback Management: Everything You Need to Know & More

Customers interact with businesses, organizations and suppliers via multiple channels. Email, phone, social media, chat, mobile apps, SMS, face-to-face – are all used for customer feedback and interaction. People also leave online reviews…
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20 Brilliant Customer Feedback Quotes

Looking for new and useful customer feedback quotes for your next presentation or blog post? Customer feedback is taking centre stage. Customers have more ways than ever of getting in touch with the businesses that serve them. From social…