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.

Customer Service and Satisfaction Statistics
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Customer Service Stats for 2019

Here we’ve collated over 100 customer service statistics, customer satisfaction statistics and quotes from various brands, industry leaders and researchers which reflect the fast-changing landscape. Customer experience and delivering high…
Measurable Customer Service Goals with Examples
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Measurable Customer Service Goals with Examples

Nobody would argue that customer service and support isn’t vitally important. Customers will not repeatedly purchase products or services from a business that has failed them in some way. Customer loyalty, these days, is greatly influenced…
Doughnut Economics: Book Review
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Doughnut Economics: Book Review

Kate Raworth is an Oxford University-based economist who specializes in writing about the specific challenges the 21st century brings with it. Her recent book, Doughnut Economics gives an insight into many of the modes of thinking the upcoming…
quirks-event-review
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Top takeaways and quotes from Quirk's Event London

Earlier this week I went to The Quirk's Event in London. The Quirk's Events are market research and customer insight focused. They are held all over the world and the London lineup featured speakers from Salesforce, Microsoft, Molson Coors,…
Examples of Bad Customer Survey Questions
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Examples of Bad Customer Survey Questions

We have previously provided some examples of what we have found to be the best customer satisfaction survey questions to ask - along with some useful templates. But when designing effective customer surveys it’s also important to be aware…
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,…