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.

cool email signatures examples
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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,…
Kaseya Connect
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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…
csat stat 68
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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…
Improving Time To Insight
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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…
customer service alert system
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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…
csat stat 68
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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…
csat stat 68
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CSAT Stat of the Month

"68% of customers leave as a result of perceived indifference" What's the background? This CSAT stat is quoted frequently, but where does it originate from?In 2008, John Gattorna, a visiting professor at Macquarie Graduate School of…
getting more out of surveys
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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…
handling customer feedback
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After the survey: Our 5 step repeatable process for handling customer feedback

Once a customer gives you feedback in you 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…