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.

Measure Customer Satisfaction with These Metrics
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Measure Customer Satisfaction with These Metrics

Tracking and measuring the satisfaction levels of your customers is critical for success. Poor levels of customer satisfaction will result in lost customers and adversely affect your brand image. Customers who have a great customer experience…
The Cyber Effect review
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The Cyber Effect: Book Review

Mary Aiken works in the fascinating field of Cyberpsychology. Her career spans roles at the prestigious University College Dublin, the Cyberpsychology Research Network and Europol's Cybercrime Center. She has also trained at the White House,…
How to Distribute Surveys for Great Response Rates
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How to Distribute Surveys for Great Response Rates

We’ve previously looked at how to create customer satisfaction surveys that people will actually want to complete. Anyone with experience knows that this is not a trivial task. Understanding your target audience, their points of view, their…
5 customer-centric habits of the most successful companies
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5 customer-centric habits of the most successful companies

Highly successful businesses have a great reputation for treating customers well. In other words, delivering a great customer experience (CX). In each business, the customer profiles are different, as are customer journeys and expectations…
How to embed a customer satisfaction survey in email communications
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How to Embed a Customer Satisfaction Survey in Email

Here at Customer Thermometer we are big fans of simplicity. Why make anything more complex than it needs to be? This is why we love embedding customer satisfaction surveys in emails. They are easy to setup, provide great response rates and…
Excellent Customer Service Phrases Every Team Member Should Use
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Excellent Customer Service Phrases Every Team Member Should Use

The words we choose to use, when speaking, have an enormous influence on a listener’s experience of the interaction. This is starkly apparent in customer service where negative words and sentiments can potentially disturb a customer and…
Essential Customer Service Skills for Your Employees
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Essential Customer Service Skills for Your Employees

Great customer service is vital to all businesses. It’s therefore essential that people employed in customer service roles have the necessary skills. Customer service involves everybody in your organisation who has contact with your customers,…
Getting the Best Survey Mix for ISO 9001 / ISO 10002 Customer Satisfaction
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Getting the Best Survey Mix for ISO 9001 / ISO 10002 Customer Satisfaction

The latest international best practice on customer satisfaction from the ISO standards body builds upon work started more than 30 years ago. A lot has changed in that time, though many principles remain the same: happy customers are worth…
How to Avoid Losing A Major Client
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How to Avoid Losing A Major Client

Most, if not all, organizations will have a major customer or two. These are the key accounts that have a significant part to play in your business success; potentially ruining your year (or, at the other end of the spectrum, doubling your sales)…
Importance of Unbiased Customer Satisfaction Survey Questions
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Importance of Unbiased Customer Satisfaction Survey Questions

The aim of your customer satisfaction surveys should be to accurately capture the sentiments of your customers. Asking inappropriate questions or questions which are biased or leading will result in skewed, inaccurate results which can lead…
Survey Email Subject Lines for Great Response Rates
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Survey Email Subject Lines for Great Response Rates

People are managing ever-increasing volumes of daily email messages. When they skim their lists of unopened emails they look at two things, who the emails are from and the email subject lines. Messages which are recognised as spammy, uninteresting…
Customer Satisfaction Survey Questions and Templates for Retail Businesses
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Customer Satisfaction Survey Questions and Templates for Retail Businesses

Carrying out retail customer surveys, post-purchase, can provide a wealth of valuable feedback telling you what your customers think about their experience in your store. Surveys can provide valuable feedback on everything including customer…