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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Case study: HiTech Computers run ConnectWise surveys using Customer Thermometer

HiTech Computers, a Louisiana, US based Healthcare IT specialist, is led by President Richard Raue. The business uses the ConnectWise helpdesk system to manage client jobs and support enquiries.HiTech Computers recently added the Customer…
Black Box Thinking

Black Box Thinking: Book Review

Each fortnight I read something that looks new and interesting from the Amazon business books list. This week I read Black Box Thinking: Marginal Gains and the Secrets of High Performance by Matthew Syed.Transformative reading. If you're…
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Giving feedback should be child's play

I wandered into my home office a couple of evenings ago to sort some things out for the morning. Imagine my surprise when I was greeted by this mural penned on one of my rather large whiteboards.My 7 year old daughter (who loves art generally)…
Black Box Thinking
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Customer Thermometer College launches today

We are pleased to announce the launch of Customer Thermometer's free online college today.The college features bite-sized video training on all aspects of using Customer Thermometer, from creating email surveys that generate great responses,…
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NY Times says customers suffering from survey fatigue

We were delighted to see an article in this week's New York Times claiming that long customer surveys are causing an onslaught of 'survey fatigue".The piece claims that response rates to long surveys are plummeting as a result. Music to…
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5 ways you could lose your biggest client without knowing it

A short survey can save you a lot of troubleBig clients, especially in the B2B world, can be a blessing and a curse. Whilst they bring in chunky revenue and provide a real focus for product or service development they can also be the cause…
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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…
Black Box Thinking

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…
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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…
Black Box Thinking

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…
Black Box Thinking

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…
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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…