Feedback Surveys

We created Customer Thermometer’s customer feedback survey approach because we wanted to find ways to get customer feedback without burdening them or bothering them. Traditional online surveys are long, boring and hard to answer on a mobile device. Many companies are only now realizing that the old ways of getting customer feedback are defunct.

In this section we have a great range of information about customer feedback surveys, how to execute them, what works and what doesn’t, ideas for questions you can ask in your feedback surveys that get right to the heart of the matter, and much more. It’s time to be super ambitious with your feedback program – and these articles will show you how.

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CSAT Stat of the Month: Resolve a Complaint Quickly...

"...and 9 out of 10 customers will buy your product/service again" What's the background? It's a commonly-held industry belief that resolving a customer complaint quickly will help you to hang onto that customer, and dramatically increase…
MSP Survey
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3 things an MSP survey needs

Many MSPs and IT support teams currently assess customer satisfaction via long format surveys.As customers become more and more time-poor, these surveys are getting increasingly low response rates.In fact, in many cases long surveys…
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20 examples of cool email signatures

20 ideas and examples of cool email signatures. It's time to turn your everyday emails into a powerful marketing tool ... Think for a minute about the number of emails your organization sends out each day.Every employee emails customers,…
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CSAT Stat of the Month: An Unhappy Customer Tells...

"A happy customer tells 3 people; an unhappy customer tells 10 people"   What's the background? There are many variations of this CSAT stat which crop up on a regular basis. You will almost certainly have seen versions of the statistic…
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What survey response rate should I expect?

I love my job - on average I get to speak to at least 10 businesses every week, all considering moving to Customer Thermometer. They all have one thing in common - they want more feedback. The most common question I hear during these conversations…
how to measure internal customer satisfaction
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How to measure internal customer satisfaction

Businesses are a network built from a chain of processes and handoffs that generate a product or service.Each link in the chain is a different department serving the next link in the chain. If there’s a weak link, internal customer satisfaction…
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Building a Customer Service Alert System that works

Let's set the scene Just like a smoke alarm can help you act when there’s fire, a customer service alert system can help you act quickly on customer issues. It's a method of alerting the right person in real time when a customer sends a…
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CSAT Stat of the Month

"80% of your future profits will come from just 20% of your existing customers"   What's the background? This is a well-known CSAT stat which is often cited in discussions about customer retention.It is known as the 80/20 rule,…
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Embrace simplicity -
The need for simple feedback tools

Technology is becoming more and more complex. Tools have unlimited configurations, bloated feature sets and complicated deployment requirements. Nowhere is this more true than in the realm of customer feedback. Customer surveys have become lengthy…
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CSAT Stat of the Month

"68% of customers leave as a result of perceived indifference" What's the background? This CSAT stat is quoted frequently, but where does it originate from?In 2008, John Gattorna, a visiting professor at Macquarie Graduate School of…
getting more out of surveys
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Our secrets to getting more out of surveys

When was the last time you filled out a survey from a business? Most people will have been asked for their opinion multiple times this week, if not today!Customer surveys are part of life now - and you need to make sure your business is…
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BrightGauge and Customer Thermometer launch integration

We're delighted to announce our newest integration today, with leading BI dashboard BrightGauge.BrightGauge's dashboard application allows users to bring together data from multiple critical systems into one place, giving you a single place…