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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How to Embed a Customer Satisfaction Survey in Email

Customer survey emails are, in our world, questions you ask customers to get their feedback. One of the simplest ways to do that is to embed a survey into emails you're already sending out.  Email survey examples like this might include…
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How to Get a Better NPS Score

Ever wondered about Net Promoter Scores? Or more to the point, wanted to know what a good NPS score is and how to get one? Read on for our comprehensive guide. What is a Net Promoter Score (NPS) Score? Net Promoter Score (NPS®) was first…
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10 Email Survey Subject Lines For Great Response Rates

People are managing ever-increasing volumes of daily email messages. When they triage their unopened emails they look at two things: who the emails are from and the email subject lines. If you are looking for customer feedback, survey subject…
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Asking for feedback by email

Do you need to create a great feedback email? Are you looking to change the way you get responses from emails you send regularly? Do you need to gather feedback from a large number of customers and staff in a simple and quick way or maybe you…
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How To Get Customer Feedback From The Emails You Are Already Sending

“The reports of email’s demise have been greatly exaggerated,” Mark Twain might have said. Email is the big daddy of business communications. More and more are sent every year despite repeated predictions to the contrary. Whatever gets…
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How to respond to negative feedback

You can’t please all the people all the time. Negative feedback is a fact of life, even for businesses that provide great CX. Sadly, it can take its toll on customer-facing staff and even drain your resources disproportionately. Take social…
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ParentPay Passes CSAT Exam With Flying Colors

Schools have undergone a cashless revolution since ParentPay launched its innovative payment solution in 2002. As a result of removing cash, schools have saved millions of hours of time accounting for meals, trips, uniforms and other school…
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The Membership Economy: Book Review

This month we sat down with a copy of "The Membership Economy: Find Your Superusers, Master the Forever Transaction, and Build Recurring Revenue by Robbie Kellman Baxter." In the book, Robbie Kellman Baxter (or RKB as we will call her for…
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How To Measure The ROI of Customer Experience CX

Truth be told, measuring the ROI of customer experience (CX) is not straightforward. A common mistake is conflating an uptick in CX metrics with top-line results in the business. Apparently, companies who are great at CX and customer-centricity…
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New McKinsey research reveals major failings in traditional customer survey programs

We always knew that CX leaders and the brands they represent are poorly served by typical customer surveys. Why? Because of what CX pros tell us about low response rates associated with traditional surveys. And because of all the knock-on…
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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…
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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…