Our customers are constantly coming up with interesting ways of using Customer Thermometer. Sometimes our team gets involved, sometimes our customers come to us with ideas.
Yes, the service is simple to use, however don’t confuse simplicity with flexibility. Take a look at some of the process hacks, demos and inspiration (otherwise known as Spells below.)
ITSM customer service: 4 key steps
The 4 steps to using ITSM to transform customer service According to the 2017 CIO WaterCooler ITSM survey, organizations mainly use IT service management processes and tools to improve the quality of their IT-related services. In 35% of cases, the objective is to support the customer experience. Proponents of ITSM highlight a range of benefits […]
Customer excellence using feedback at Victorian Plumbing
Victorian Plumbing is one of the UK’s largest online retailers of branded and in-house designed bathrooms and accessories. Based in Merseyside, UK, the company was founded in 1999 and with its focus on customer excellence, has gone on to enjoy tremendous success. Turnover is expected to hit £100m ($140m) this year. Joe Pascoe is Victorian […]
The 5 best practices of a high performing helpdesk
The 5 best practices of a high-performing helpdesk There seem to be two schools of thought around helpdesks. You either look at them as a cost centre or a profit centre. A necessary evil, or a gold-plated opportunity. Whichever it is, and whatever your industry sector, everyone agrees that the help desk has got to […]
How The 20 uses Customer Thermometer to help MSPs reach their ultimate growth potential
The fastest online survey in the West In the fast-growing world of IT managed service providers (MSPs), one innovative business is leading the market. By using customer feedback from the very heart of its interactions with customers, The 20 is helping its MSP clients reach their ultimate growth potential. Here’s how The 20 uses Customer […]
A look at how online surveys have made the headlines this week
Putting the boot into online surveys The humble online survey came under intense scrutiny from an unexpected source earlier this month when a top English Premier League team asked fans to rate the performance of its manager. Everton Football Club is not unusual in periodically asking its customers questions via online surveys. With global audiences […]
How to measure Transactional NPS
Pick a customer and imagine it’s the only one you have. Your first or your best – it doesn’t matter. With only one customer, you can afford the time to invest in understanding their motivations and be responsive to changing needs. But what do you focus upon the most – the overall relationship or the […]
How to get customers to take surveys
The question of how to get customers to take your surveys could be solved by looking into research on persuasion and the concepts of consent. If you’re looking to increase your response rate, read on… In his 1947 treatise on the ‘engineering of consent’, Edward Bernays introduced the concept of persuasion as a scientific discipline. […]
Getting feedback on customer service, a case study
Getting feedback on customer service is notoriously challenging. Customers are busy and don’t often have time to spare. We spoke to Customer Thermometer user Lanteria about their success at getting and using feedback on its customer service. Tell us a bit about Lanteria Lanteria is a leading developer of HR, Talent, Performance and Learning management […]
Employee survey questions – ideas
Employee survey questions – ideas Employees are busy, time-poor and more demanding than ever. What kind of questions should you be asking in your employee survey to keep on top of how they feel? Many businesses are now employing a large number of millennials (those born between the mid 1980s and early 2000s). A recent […]
How our tech support survey helps this MSP keep its customers
Oxford Mac Solutions, is a UK based MSP (managed services provider) which has been a customer of Customer Thermometer for the last four years. We recently caught up with their CEO, Khalid Mehmood, who talked about his experiences of using the service. What were you using before Customer Thermometer? We were using the native feedback […]