Customer Surveys

We built Customer Thermometer to make giving feedback as simple and effective as possible. It’s a survey designed with the user in mind. For too long, customer surveys have been designed with market researchers’ needs at heart, never the customer’s. Our fresh new approach to surveys is so compelling that our customers see their response rates, and their insight, shooting up. What seemed like a mission 5 years ago – the one click customer feedback concept is loved and embraced by some of the world’s most forward-thinking companies.

So in this section you’ll find some real gems of content covering every angle of customer satisfaction surveys. For example, here you’ll find our most popular ever post, “100 amazing customer experience resources”, and our highly-shared post “14 ways to improve your customer experience response rate”. If you are planning a customer experience survey or a client feedback survey you will find everything you need in these articles. You’ll also find thought leadership on the survey of the future, big name interviews, our keynotes on customer surveys and much more. And don’t forget to sign up for our free trial account which gives you 10 free surveys. Enjoy!

Reasons Why You Should present customer thermometer to boss
,

Presenting Customer Thermometer to your boss or board

If you've discovered Customer Thermometer for the first time, and you need to present the service to your boss, or management team, here's everything you need. We've previously written about 10 good reasons to choose us, however in this article…
, , ,

30 smartest customer service moves

Marketing brings in sales, but only great customer service can create customers. Customer service is now the major arbiter of reputation, so you need to make sure it's both top notch and innovative. To help you on your way, we've collated 30 of…
Measure customer journey
, , ,

How to measure customer journey satisfaction - without hassling your customers

"Measuring satisfaction on customer journeys is 30% more predictive of overall customer satisfaction than measuring happiness for an individual interaction" said McKinsey this week. This stands to reason. Customers are all interacting with…
5 reasons online customer satisfaction surveys don't work
,

Customer satisfaction can be measured with just one question

Most weeks, we get asked the question, "But we have to ask 10 questions in our customer survey - will Customer Thermometer work for us?" We answer that question in a number of ways: What do you do with the data once you have it? Can you…
GetResponse-survey
, ,

Getting low average online survey response rates?

Are your average survey response rates worryingly low? Are you looking for a way to improve them? There have been a flurry of articles on so-called 'survey fatigue' recently, ranging from Information Week to the New York Times. These articles…
5 reasons online customer satisfaction surveys don't work
,

Surveys in a mobile world

Since the launch of the iPhone only five years ago, we’ve heard talk of becoming a ‘mobile’ world. I noticed yesterday that more than half of the emails I received were sent from iPhones, Galaxies and the like. I don’t think I’ve seen…
5 reasons online customer satisfaction surveys don't work

Heathrow Airport has got it right

We all know what it's like going through airport security - generally unpleasant. Clearly London's Heathrow Airport is interested in making the whole experience better and have decided to do something about it. At a slight risk to my personal…
5 reasons online customer satisfaction surveys don't work
, , ,

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,…
5 reasons online customer satisfaction surveys don't work
, , ,

Ask bland questions? You'll get pointless results.

I recently met with a large residential cleaning company. They had been running an online customer satisfaction survey every year for 3 years and wanted to find a new way of doing things. In the spirit of co-operation, they shared their…

Client satisfaction surveys:
should you do them?

Why are customer satisfaction surveys important? The eternal question for marketing, PR and similar services agencies is, "should we or shouldn’t we undertake a client satisfaction survey programme with our clients?" What are the pros…
5 reasons online customer satisfaction surveys don't work
, ,

The critical question: how are we doing for you?

How is our survey creator doing for you? One of Customer Thermometer's customers is a big PR agency. I wanted to share with you the way that they are monitoring their most important customer accounts, and how they've built the process of regularly…
5 reasons online customer satisfaction surveys don't work

5 reasons online customer satisfaction surveys don't work

Online customer satisfaction surveys don't work. There's a survey response rate crisis and customer experience professionals need to be aware of the 5 drivers causing it. Here's why... 1. Online surveys don't drive service improvement. This…