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.

CSAT dashboard customized
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Reporting Ribbon launch 🎀

We've never been quite as excited about a release as we are today! We're thrilled to release into the wild our brand new 🎀 Ribbon 🎀 reporting feature. You can now make your own completely customized dashboard ribbon of mini reports…
7 ways to engage with the new normal customer
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7 ways to engage with the ‘new normal’ customer

It wasn’t so long ago when you had never before uttered the words “social distancing” and polite opinion considered the wearing of face masks in public somewhat eccentric. You don’t need me to tell you how much the world has changed. What’s…
examples of cool email signatures customer thermometer
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20 examples of cool email signatures

Unique Email Signatures - 20 Ideas and Examples 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, partners and…
whats new customer thermometer 2020 Q1
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What’s New So Far in 2020? Customer Thermometer Updates and Features

Now, more than ever, our customers are relying on us to provide insight into how customers and staff are feeling from a distance. So, we decided to give the lockdown pizza and Netflix a swerve, and instead we've been working incredibly hard…
Back to work Covid surveys feedback templates
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Back to work COVID-19 surveys and feedback: 6 templates

As many countries start to ease their initial lockdowns in the face of the Coronavirus/Covid-19 pandemic, companies and employees face the thorny challenge of how to go back to work safely. The Financial Times wrote earlier this week that…
CMD covid pulse feedback survey case study
the culture code book review
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The Culture Code: Book Review

It may seem like a strange time to be reading this book when things that traditionally make us think of company culture – a full beer fridge, mission statement nailed on a wall somewhere and colourful beanbags in games rooms – may no longer…
CX through the crisis to recovery
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Managing customer experience: from crisis to recovery

In a single week in March, everyone had to learn to survive in a completely new way. “Ten years of change in one week” was how the New York Times characterised the way the Coronavirus pandemic has swept through society. Wherever you find…
Black Swan book review in the light of COVID 19
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Black Swan: Book Review

In a matter of weeks, Covid-19 has gone from a distant piece of news, to a massive global shock. It's been called a true "Black Swan" event. The term Black Swan was coined by Nassim Nicholas Taleb in his 2007 bestseller: “Black Swan: The…
competing against luck book review customer thermometer
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Competing Against Luck: Book Review

I'm writing this book review from lockdown during the COVID-19 crisis. While so much is changing, it's important to remember that in every disaster there is both risk and opportunity. One thing that's definitely true right now is that customer…
mood booster customer thermometer team
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Put a spring in your step – the CT way

Sorry for the bad spring pun, but there's no better time to help each other to feel a little more inspired, motivated, cheered, relaxed... you name it, we're here to help. With the news changing all the time and modern technology sometimes giving…
nps vs csat video adrian swinscoe punk cx
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Measuring NPS vs CSAT: A video with Adrian Swinscoe

Our Founder, Lindsay Willott, met with CX consultant and author of Punk CX, Adrian Swinscoe, to help us understand a little more about how to get the best from using Net Promoter Score surveys to measure customer satisfaction. Often, people…