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 Feedback, Customer Satisfaction, Customer Surveys

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…

Customer Feedback, Customer Retention, Customer Satisfaction, Customer Service, Customer Support, Staff Employee Engagement, Staff Employee Retention

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,…

Customer Feedback, Customer Satisfaction, Customer Surveys, Feedback Surveys

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…

Customer Feedback, Customer Retention, Customer Satisfaction, Customer Service, Customer Support, Customer Surveys, Feedback Surveys, How To Survey Guides, Retention Rate, Staff Employee Engagement, Staff Employee Retention, Staff Employee Satisfaction, Staff Employee Surveys

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…

Customer Feedback, Customer Surveys, Feedback Surveys, How To Survey Guides

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…

Customer Feedback, Customer Service, Customer Support

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…

Customer Feedback, Customer Service, Customer Support

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,…