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.

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Ask less, learn more

Why aren't your customers worth your time? After a recent stay at a hotel I came back from breakfast to find a 3 page survey on my bed about my stay.Why on earth should I fill it in?In such a busy world, fewer and fewer customers have…

Why crowdsourcing customer feedback doesn't always work

Crowdsourcing customer feedback Crowdsourcing, the concept of giving a task to a crowd to complete (most often using online tools) has been around for 4 years now, and has recently spawned the term 'communitysourcing'. Communitysourcing takes…

The lost art of speaking to customers

Social media's going mainstream, allowing people to communicate more cheaply. Everyone's offshoring and outsourcing and driving down call center costs. And customer service is suffering hugely as a result.The impenetrable corporate monolith…

Shut that door, your horse has bolted

Isn't "managing your online reputation" somewhat shutting the stable door after the horse has bolted? If someone's so annoyed by your company or service that they want to give up some of their time to warn others about you online, it strikes…

If we could do one thing better for you…?

Why Asking For Customer Feedback? I had lunch with a friend recently who was involved in improving the customer service of one of the world's largest car parts companies. She told me that one of the most powerful things they did was to ask…

Why “permission feedback” is the future of customer satisfaction

ALl about permission feedback Traditional methods of getting feedback from customers make it difficult for the customer and easy for the supplier.If the customer is absolutely determined to give good or bad feedback, they will fill in…