Staff Employee Satisfaction

We founded Customer Thermometer to help connect companies to the feedback of their most important stakeholders: customers and staff are therefore at the very heart of our business. Today, we collect, analyze and provide millions of pieces of feedback so that our customers can be sure they’re getting the most representative view of how satisfied their stakeholders are.

Staff satisfaction is a tricky thing to get right, and ensuring you have regular and accurate feedback from your teams is essential. With employees busier than ever before, you need to ensure your staff satisfaction efforts are positive and thoughtful rather than time-consuming and challenging. In this section, we have pulled together some of our most popular insights into measuring, discussing and achieving true employee satisfaction.

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Customer Experience Strategies to Boost Loyalty

The average cost for a business to acquire a customer is roughly 5-25 times the cost for retaining a customer, so it's safe to say that it's worth investing in customer loyalty. But how *do* you maintain loyalty in your customer base? You…
Average Survey Response Rates - What You Need to Know
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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
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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…
The Power of Moments Book Review
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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…
When to Send a Customer Satisfaction Survey
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When to Send a Customer Satisfaction Survey

Customer satisfaction survey response rates are influenced by a multitude of factors, many of which we’ve discussed previously. One of the most important is timing. The day of the week, the time of the day along with the time delay between…
ParentPay CSAT
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ParentPay Passes CSAT Exam With Flying Colors

Schools have undergone a cashless revolution since ParentPay launched its innovative payment solution in 2002. As a result of removing cash, schools have saved millions of hours of time accounting for meals, trips, uniforms and other school…
Lands End CSAT
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Retailer Lands' End shares its success using Customer Thermometer

“We have been completely blown away by the results of using Customer Thermometer. In the first 3 months, we had x6 times the number of responses we hoped for. Not only that, the customer satisfaction level is awesome – a real validation…
3 customer support teams you should know about
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3 customer support teams of the future

The truly great sports teams don’t just get great results. They each have their own unique character that inspires loyal fans. They set standards for the next generation to beat. And what about the acclaimed teams from TV and film like…
quirks-event-review
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Top takeaways and quotes from Quirk's Event London

Earlier this week I went to The Quirk's Event in London. The Quirk's Events are market research and customer insight focused. They are held all over the world and the London lineup featured speakers from Salesforce, Microsoft, Molson Coors,…
5 customer-centric habits of the most successful companies
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5 customer-centric habits of the most successful companies

Highly successful businesses have a great reputation for treating customers well. In other words, delivering a great customer experience (CX). In each business, the customer profiles are different, as are customer journeys and expectations…
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30 Customer Survey Response Rate Facts

We are in the midst of rapid and radical technological and social change. These changes are having an enormous impact on the ways in which customer surveys are conducted, response rates achieved and customer expectations. Here’s our latest…
vanarama customer service case study
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How Vanarama responds to customer feedback in real time

Vanarama is the UK’s largest van leasing broker, with nearly 250 staff selling 1,200+ vehicles per month. It is one of the Sunday Times Best Small Companies to Work For and is a National Business Award winner for Best Small to Medium-Sized…