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.

Average Survey Response Rates - What You Need to Know

Customer Experience, Customer Feedback, Customer Retention, Customer Satisfaction, Customer Service, Customer Support, Customer Surveys, Feedback Surveys, Staff Employee Satisfaction, Staff Employee Surveys

Average Survey Response Rate - What You Need to Know

When creating and distributing a new survey, people often want to know what response rate they are likely to receive. And unfortunately, because response rates are influenced by a multitude of factors, it’s never easy to forecast. But,…

3 takeaways from Forrester’s Customer Experience CX NYC event

Customer Experience, Customer Feedback, Customer Retention, Customer Satisfaction, Customer Service, Customer Support, Customer Surveys, Feedback Surveys, How To Survey Guides, News & Press, Retention Rate, Staff Employee Engagement, Staff Employee Retention, Staff Employee Satisfaction, Staff Employee Surveys

3 takeaways from Forrester's CX NYC event

Customer Thermometer sponsored Forrester's excellent CX NYC 2019 event a few weeks ago. We were lucky enough to attend many of the sessions, and have pulled together what Forrester highlighted as the biggest Customer Experience transformation…

Customer Experience, Customer Feedback, Customer Retention, Customer Satisfaction, Customer Service, Customer Support, Customer Surveys, Feedback Surveys, How To Survey Guides, Retention Rate, Staff Employee Engagement, Staff Employee Retention

How to Retain Key Accounts by Ensuring Client Satisfaction

It is well known that it can cost up to five times more to gain a new customer than it does to retain an existing one. These days, smart, forward-thinking enterprises are paying far more attention to customer retention than ever before. They’re…

Book Reviews, Customer Experience, Customer Feedback, Customer Retention, Customer Satisfaction, Customer Service, Customer Support, Customer Surveys, Feedback Surveys, News & Press, Staff Employee Engagement, Staff Employee Retention, Staff Employee Satisfaction, Staff Employee Surveys

The Power of Moments: Book Review

This month, I've been reading Chip and Dan Heath's really excellent book, The Power of Moments: Why Certain Experiences Have Extraordinary Impact. This is a thought-provoking book, packed with case studies and stories but also fielding a…

How Successful Startups use Customer Success

For many companies, especially those providing SaaS, most of the revenue derived from customer relationships is produced post-sale. It therefore makes sense to focus on both retaining customers for as long as possible and developing these…

Customer Case Studies, Customer Experience, Customer Feedback, Customer Retention, Customer Satisfaction, Customer Service, Customer Support, Customer Surveys, Feedback Surveys, News & Press, Retention Rate, Staff Employee Engagement

Putting customers at the heart of phs Compliance's service

Since its formation in 1991, phs Compliance has enjoyed substantial growth. It is now a major provider of property and facilities management services, employing over 500 people and delivering over 14 million compliance inspections across 35,000…

Book Reviews, Customer Experience, Customer Feedback, Customer Retention, Customer Satisfaction, Customer Service, Customer Support, Customer Surveys, Feedback Surveys, News & Press

Customer Experience 3.0: Book Review

Ahead of our visit to Forrester’s annual CXNYC event in June, I spent a long-haul flight taking notes from John A. Goodman’s Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service. Drawing on over 40 years of experience…

Likert Scale Examples, Questions & What You Need to Know

Customer Surveys, Feedback Surveys, How To Survey Guides

Likert Scale: What You Need to Know

Likert scales are rating scales often used in customer surveys. This form of rating scale is named after its inventor, psychologist Rensis Likert. A Likert scale is a psychometric scale that’s effectively used to assess the opinions, attitudes…

How MasteryPrep raised the bar in feedback excellence

Customer Case Studies, Customer Feedback, Customer Retention, Customer Satisfaction, Customer Service, Customer Support, Customer Surveys, Feedback Surveys, How To Survey Guides, News & Press, Retention Rate, Staff Employee Engagement

How MasteryPrep is raising the bar in feedback excellence

College prep is a serious business, especially in the US. However, only one in four students score college-ready on the ACT (The ACT is a standardized test used for college admissions in the United States) For low-income and minority students,…

When to Send a Customer Satisfaction Survey

Customer Feedback, Customer Retention, Customer Satisfaction, Customer Service, Customer Support, Customer Surveys, Feedback Surveys, How To Survey Guides, Staff Employee Engagement, Staff Employee Retention, Staff Employee Satisfaction, Staff Employee Surveys

Feedback Surveys

Average Survey Response Rate - What You Need to Know

3 takeaways from Forrester's CX NYC event

How to Retain Key Accounts by Ensuring Client Satisfaction

The Power of Moments: Book Review

How Successful Startups use Customer Success

Putting customers at the heart of phs Compliance's service

Customer Experience 3.0: Book Review

Likert Scale: What You Need to Know

How MasteryPrep is raising the bar in feedback excellence

When to Send a Customer Satisfaction Survey

Kaseya Connect IT 2019 - what we're looking forward to

NPS and CSAT Score Benchmarks by Industry

Helpful links

Survey types

Recent thinking

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