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

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Why Customer Thermometer is even more relevant today than 4 years ago

There was an excellent article by Beth Teitell in the Boston Globe last night. She'd taken the trouble to research something we'd known in our hearts for a long time - customer satisfaction surveys are growing like crazy. So much so, businesses…
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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…
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Net Promoter Score survey - via email

If you are one of the thousands of companies using the Net Promoter System® to measure customer satisfaction, we're delighted to be able to show you a new and easy way to measure your NPS ® - with our new Net Promoter Score survey. The…
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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…
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6 customer satisfaction survey predictions for 2014

We are in a privileged position here at Customer Thermometer to be able to see the broad trends and technologies our customers, and their survey respondents, use to respond to our surveys. As with most online applications, during 2013, we have…
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Getting the best possible customer satisfaction survey response rate

If you are already a Customer Thermometer user, the likelihood is you are enjoying a significantly higher customer satisfaction survey response rate than the industry average. But that doesn't mean we rest on our laurels! After all, a better…
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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…
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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…
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Customer satisfaction 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…
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Don't survey... solve!

I chanced upon a fascinating statement on a blog today. In it, the writer talks about his experience of raising tickets with a an IT support company. He says that despite being sent myriad surveys to gain a sense of his general customer satisfaction,…
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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…
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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,…