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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How to kick off a great employee experience (EX) program in 2021

Businesses cannot survive without customers, but the same can be said about employees. It logically follows, therefore, that any organization invested in a customer experience (CX) program should place equal emphasis on employee experience…
CSAT NPS measures basket
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What should be in your basket of CSAT measures?

Customer success metrics and KPIs need to be reliable. They need to be telling your business useful truths. Customer intel you can act upon. Warnings you can heed. Triumphs you can substantiate. Cause and effect you can use to try to predict…
Inside the CX Masterclass
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Inside the Customer Experience Masterclass

Just the other day we held a virtual roundtable with CX rockstar Matt Watkinson. Matt is the best-selling author of The Grid and The 10 Principles Behind Great Customer Experiences. We called the event “The Leader’s Guide to Customer Experience”. Among…
Talking to Strangers Malcolm Gladwell Review
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Talking to Strangers by Malcolm Gladwell: Book Review

I had this book on the shelf for some time but was only inspired to pick it up when I felt the need to be connected with my fellow humans more than ever. Understanding, compassion and faith in each other seem so critical but yet so elusive when…
10 best business books 2020
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Our Best Business Books of 2020

What better way to look forward than with a pandemic-proof, anti-Covid anthology of the best books we’ve reviewed in 2020. Naturally, all 10 of these volumes are bursting with valuable insights to influence your next move in business and…
Tigerpaw Customer Thermometer integration
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Customer Thermometer now works with Tigerpaw PSA

IT and technology professional services providers that use Tigerpaw One now have a readymade integration with Customer Thermometer. With Customer Thermometer integration, Tigerpaw users can easily embed feedback buttons to their ticket notifications…
customer support tips and secrets
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6 Spells for Magicking a Great Support Team

We have won global awards for our service (one from Her Majesty the Queen, no less). But we still see customer service as our life's work, our ultimate goal. Our software is all about being fantastic at customer service, and we want to live…
digital channel customer success
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How to do digital customer success and delight

Now’s the time to switch your physical customer touchpoints to virtual. If you haven’t already adapted your customer engagement for the long-term effects of Covid then do not despair. There are plenty of reasons to ‘virtualize’ physical…
post covid consumer behavior stats
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10 Customer Behavior Stats Showing the Impact of Covid

Six months after the first worldwide Covid-19 lockdowns, we're taking stock of what it all means for buyer behavior. We’ve collated 10 insightful facts from large-scale consumer studies conducted by some of the biggest research groups in…
The Grid Matt Watkinson book review
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The Grid by Matt Watkinson: Book Review

This month we're reviewing The Grid: The Master Model Behind Business Success by Matt Watkinson. We are big Matt Watkinson fans here at Customer Thermometer. We often give away Matt's excellent first book, The Ten Principles Behind Great…
Survey Response Drivers launch
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Response Drivers Are Go!

We all know feedback is really useful. But we also want to know what is driving it? You asked for it. We listened and worked really hard. So we are very proud today to introduce our sparkling new Drivers feature! 🏎️ You can now offer…
Employee engagement experience survey handbook
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How to do employee engagement in 2021

Few predicted ‘the Covid effect’ would last beyond a few weeks. Teams have been scattered into remote corners, disrupting the employee engagement that’s physically possible. Workplaces may not resemble their 2019 selves for years, or…