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!

CMD covid pulse feedback survey case study
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How CMD is using pulse surveys to stay connected during the pandemic

the culture code book review
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The Culture Code: Book Review

It may seem like a strange time to be reading this book when things that traditionally make us think of company culture – a full beer fridge, mission statement nailed on a wall somewhere and colourful beanbags in games rooms – may no longer…
CX through the crisis to recovery
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Managing customer experience: from crisis to recovery

In a single week in March, everyone had to learn to survive in a completely new way. “Ten years of change in one week” was how the New York Times characterised the way the Coronavirus pandemic has swept through society. Wherever you find…
Black Swan book review in the light of COVID 19
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Black Swan: Book Review

In a matter of weeks, Covid-19 has gone from a distant piece of news, to a massive global shock. It's been called a true "Black Swan" event. The term Black Swan was coined by Nassim Nicholas Taleb in his 2007 bestseller: “Black Swan: The…
competing against luck book review customer thermometer
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Competing Against Luck: Book Review

I'm writing this book review from lockdown during the COVID-19 crisis. While so much is changing, it's important to remember that in every disaster there is both risk and opportunity. One thing that's definitely true right now is that customer…
mood booster customer thermometer team
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Put a spring in your step - the CT way

Sorry for the bad spring pun, but there's no better time to help each other to feel a little more inspired, motivated, cheered, relaxed... you name it, we're here to help. With the news changing all the time and modern technology sometimes giving…
nps vs csat video adrian swinscoe punk cx
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Measuring NPS vs CSAT: A video with Adrian Swinscoe

Our Founder, Lindsay Willott, met with CX consultant and author of Punk CX, Adrian Swinscoe, to help us understand a little more about how to get the best from using Net Promoter Score surveys to measure customer satisfaction. Often, people…
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The Ultimate Service Desk Quotes for Inspiration

A major challenge for IT Service Desks is to provide excellent customer support with often quite technical and complex IT solutions to problems. From upskilling employees across the business around digital transformation, right through to how…
How to get home working feedback from employees customer thermometer feedback
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How to get home working feedback from employees

service desk experience management itsm best practice
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Best Practice for Service Desks Infographic

We love hearing from our Service Desk customers about the amazing response rates they get using Customer Thermometer surveys, but what's also inspiring are the best practice strategies to maximize effectiveness. Thorough customer feedback contributes…
ITSM ITIL continual service improvement service desk experience management
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Service Desk Experience Management for ITSM and ITIL

The idea of implementing a 'continual improvement' strategy across the entirety of an IT service management organization lies at the heart of both ITIL and ITSM. (If you're not familiar with these terms, they are a set of practices for IT…
100 practical ways to improve customer experience CX review book
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100 Practical Ways to Improve Customer Experience: Book Review

Usually Customer Experience business books come out of the experience of a single person, and often also a single company, which has had a reputation for generating good CX results. This month, we've been reading a book on Customer Experience…