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 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 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”. You’ll also find thought leadership on the survey of the future, big name interviews, our keynotes on customer surveys and much more. Enjoy!

5 reasons online customer satisfaction surveys don't work
,

Take the pain away from your customers

 Everywhere we turn at the moment, we find people writing about onerous customer satisfaction surveys. You know - the 20 page or 10 question one, when actually all the company really wants to understand is how you felt about the service/widget/journey…
5 reasons online customer satisfaction surveys don't work
, ,

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

The future of customer surveys

Are you planning on running a customer survey in 2012?If the answer's yes, there are some highly pertinent questions you should be asking about the tool you going to use.Most popular survey tools have a heritage in paper-based market…
5 reasons online customer satisfaction surveys don't work
, ,

Customer experience ideas in 2 minutes: Stew Leonard's thankyou notes

Seth Godin's book Purple Cow has a case study on Stew Leonard's grocery store. Stew, the owner, had a comments box by the door. Whenever a customer put a comment into the box, Stew would personally write them a note to say thank you. On the…
5 reasons online customer satisfaction surveys don't work
, ,

Customer Thermometer's reseller scheme launches today

Exciting times for Customer Thermometer because today we announce the launch of our generous and very straightforward reseller scheme.Here's the deal. The scheme is open to all and we are offering a very handsome 25% share of revenue for…
5 reasons online customer satisfaction surveys don't work
,

Clients who recommend Customer Thermometer

To say we're only a few months old we're getting some great press in 2011. So great in fact that we thought we'd draw your attention to our new press area which proudly showcases our press and blog coverage from industry leading lights…

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

Does your heart sink too? Ours does.

We would love to know your thoughts on this no doubt familiar situation...You're working away and an email comes in from a brand you know, trust and actually quite like...You see the word "survey" and your heart sinks.You're…
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
,

BIG marketing for small business

We are delighted that our co-founder Mark Copeman has been interviewed by Tim and Luke on the very well-followed and inspiring "Small Business Big Marketing" podcast. And have been both excited and touched by the number of great businesses…
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…