Staff Employee Surveys

Today so many staff grew up with the internet. They have Facebook and Twitter, access to Glassdoor, social media and mobile phones. They are used to giving feedback with a single swipe of the thumb. As a result, the annual, long staff survey is irritating and anachronistic to most staff. Employees want to give feedback in a relevant and timely way. They want it to be a quick process, they want it to be listened to, and more than anything, they want it to be easy. At the same time, access to regular staff feedback makes mangers more accountable and effective.

In this section, you’ll find some of the latest reading, research and insight into the way staff surveys are changing and how to adapt yours (or bring in whole new methods) to ensure you’re hearing from your employees. If you listen to them regularly, you’ll give yourself the best opportunity to keep morale and retention as high as possible.

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…
Punk CX book review Adrian Swinscoe CT
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Punk CX: Book Review

Adrian Swinscoe writes on customer experience and customer service for publications like Forbes and the BBC. Punk CX is his second book covering the topic of CX. We've all read books where the author has hit upon a good business idea and…
customer thermometer emoji survey smiley face
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The Ultimate Guide to Using Emoji in Surveys and Business Communication

Can you believe it’s been a mere seven years since emoji hit the mainstream? Billions are now being sent each day, with all ages universally embracing the ability to add images to their written communications. Here at Customer Thermometer,…
customer thermometer employee engagement team
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How to Assess Employee Engagement Using Simple Surveys

It's natural to focus on how our customers regard us and our business, but how much attention are we paying to how our employees feel? Employee engagement can be easily overlooked with the numerous priorities facing us, but we really should…
best free online survey tools customer thermometer
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5 Best Free Online Survey Tools

Online survey tools have evolved enormously since first gaining popularity in the 1990s. Their continued and developing popularity is due to the fact that online surveys are simple and they work. Customer surveys enable businesses to continuously…
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Emoji Use in Business: a Research Report

Emoji, emoticons, icons and star and smiley ratings are all around us but how much do we really know about attitudes to their use in business? We wanted to find out! So we commissioned independent research; asking 1000 US citizens how and when…
25 exit interview questions template
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25 Exit Survey Questions and Template

Retaining staff can be enormously challenging, especially in highly dynamic, fast-paced industries. Ongoing, continuous and routine employee surveys help by providing a valuable communications pipeline, enabling personnel to express their concerns…
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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…