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.

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…
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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
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…
Fanocracy Book Review
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Fanocracy: Turning Fans into Customers: Book Review

David Meerman Scott's New Rules of Marketing and PR is one of the books I often associate with the start up phase of Customer Thermometer. Meerman Scott's insights into content marketing and the concept of generating great content to bring…
Creating a Product Market Fit Survey
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Creating a Product Market Fit Survey

Rahul Vohra's talk about how to create a product market fit survey for the Business of Software conference was one of the standout speeches of recent years (against some very strong competition). Rahul is the CEO of the email productivity…
Customer Thermometer The Ultimate Question Fred Reichheld
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The Ultimate Question 2.0: NPS Book Review

Fred Reichheld published The Ultimate Question in 2006, at a time when thought-leaders started investigating the impact of customer service on a company's success and profitability. Telephone complaints lines and long-form surveys had been the…
blue ocean shift book review
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Blue Ocean Shift: Book Review

When Blue Ocean Strategy by W Chan Kim and Renee Mauborgne came out in 2004 it was a seismic book. The thrust of Blue Ocean Strategy (BOS) is that companies must create and drive up elements of remarkable customer experience to be different…
15 Event Survey Questions and Template
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15 Event Survey Questions and Template

Organising a successful event takes planning, experience and investment. Whether your event is a social occasion, a fundraiser, a conference or maybe a training session, you want your attendees to have a great experience that they will share…