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.

How to measure transactional NPS
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How to measure Transactional NPS

Pick a customer and imagine it’s the only one you have. Your first or your best – it doesn’t matter.With only one customer, you can afford the time to invest in understanding their motivations and be responsive to changing needs. But…
how to get customers to take surveys
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How to get customers to take surveys

The question of how to get customers to take your surveys could be solved by looking into research on persuasion and the concepts of consent. If you're looking to increase your response rate, read on...In his 1947 treatise on the ‘engineering…
feedback customer service
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Getting feedback on customer service, a case study

Getting feedback on customer service is notoriously challenging.Customers are busy and don't often have time to spare. We spoke to Customer Thermometer user Lanteria about their success at getting and using feedback on its customer service. Tell…
CSAT keynotes
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5 great CSAT keynotes

CSAT conferences and events can take you to some far flung places, literally and metaphorically.But none of us have the time (or the air miles) to get to all that many of them.Instead, we’ve scoured the web to publish our top 5 CSAT…
tech support survey
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How our tech support survey helps this MSP keep its customers

Oxford Mac Solutions, is a UK based MSP (managed services provider) which has been a customer of Customer Thermometer for the last four years.We recently caught up with their CEO, Khalid Mehmood, who talked about his experiences of using…
Helix Sleep
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Personalization holds the key to customer satisfaction for Helix

CSAT case study: Helix Customer Thermometer client Helix is based in New York city, and offers personalized, custom made to order mattresses which are delivered direct to customers’ homes.In order to ascertain the ideal mattress for customers,…
quotes on customer feedback
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20 quotes on customer feedback

Looking for new and useful quotes on customer feedback for your next presentation or blog post?Customer feedback is taking center stage.Customers have more ways than ever of getting in touch with the businesses that serve them. From…
2018 circle Logo
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2018 online survey trends

Here we present our online survey trends for 2018.2017 was a rollercoaster year, bringing with it an avalanche of new trends and changes. We believe many of them foreshadow what's to come this year.Online chatter is noisier than ever,…
survey software advantage technologies
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Survey software dramatically ups customer feedback for Advantage Technologies

Advantage Technologies is an IT Managed Services Provider based in Michigan, USA.The company has more than 600 clients in seven states and has been listed in Inc. Magazine’s Fastest Growing Companies in America for 3 consecutive years.Josh…
asking for feedback email
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Asking for feedback by email

Do you need to create a great feedback email? Are you looking to change the way you get responses from emails you send regularly? Do you need to gather feedback from a large number of customers and staff in a simple and quick way or maybe you…
Finding My Virginity review
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Finding My Virginity: Book Review

Few businesspeople live long enough, or have enough success after their first autobiography, to write a second.As with many things in his life, Richard Branson is the exception to the rule.Branson's original autobiography Losing My Virginity was…
user feedback growth
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How user feedback can help you grow

Every business will grapple with growth at some point in time.Maybe growth has slowed down, and you’re not sure how to jump start it again? Maybe you’re growing too fast, and you’re not sure what to focus on? No one can see the future,…