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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The 4 signs you're getting customer feedback all wrong

Customer feedback: a cornerstone of your business "Click here to complete the survey, it'll only take 5 minutes". This is possibly one of the most overused and unwelcome phrases to read in an email in the last few years. Think of your recipient's…
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Quick survey ideas

Sometimes you just want to send a quick survey to your customers, staff or partners. You might want to get a snapshot of how people feel about your product or service, super fast. Or you might want to ask people something regularly, so…
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Walt Disney The Biography. Book Review

Ever since I first visited Walt Disney World in Florida at age 9, I have been entranced by all things Disney. It's only very recently however, listening to a podcast where Walt Disney The Biography by Neal Gabler was recommended, that I started…
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5 common customer survey traps

At Customer Thermometer, we spend a lot of time researching the best ways to conduct customer surveys. But even if you follow all the great advice available, there are still plenty of pitfalls that might just catch you out. We've pulled together…
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Example survey questions you can ask using Customer Thermometer

Looking for example survey questions? Then you're probably keen on getting customer or employee feedback in some way. Whilst getting feedback from your customers is awesome, it's rarely plain sailing. There are so many different types of…
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Lindsay's summer reading list

As many of us start to ponder reading material for our summer vacation, I thought I would share with you five of the books I have been reading, or rereading, recently. If you're searching for a beachside blockbuster, you'll probably want…
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5 ways to treat your customers as investments

Investing In Customers The people who put their hands in their pockets to pay you are your only source of revenue. So it pays to think of them as investments that you can plan, make and then nurture over the long term. Thinking this way…
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Case study: HiTech Computers run ConnectWise surveys using Customer Thermometer

HiTech Computers, a Louisiana, US based Healthcare IT specialist, is led by President Richard Raue. The business uses the ConnectWise helpdesk system to manage client jobs and support enquiries. HiTech Computers recently added the Customer…
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Black Box Thinking: Book Review

Each fortnight I read something that looks new and interesting from the Amazon business books list. This week I read Black Box Thinking: Marginal Gains and the Secrets of High Performance by Matthew Syed. Transformative reading. If you're…
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Customer Thermometer College launches today

We are pleased to announce the launch of Customer Thermometer's free online college today. The college features bite-sized video training on all aspects of using Customer Thermometer, from creating email surveys that generate great responses,…
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5 ways you could lose your biggest client without knowing it

A short survey can save you a lot of trouble Big clients, especially in the B2B world, can be a blessing and a curse. Whilst they bring in chunky revenue and provide a real focus for product or service development they can also be the cause…
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Why crowdsourcing customer feedback doesn't always work

Crowdsourcing customer feedback Crowdsourcing, the concept of giving a task to a crowd to complete (most often using online tools) has been around for 4 years now, and has recently spawned the term 'communitysourcing'. Communitysourcing takes…