
The Art of Statistics: Book Review
I first became aware of Sir David Spiegelhalter after seeing him being interviewed on the BBC about the statistics behind the pandemic.
His clarity around the numbers and the compelling way he spoke about the data resonated with me and I…

How TOOTRiS Uses Customer Feedback as a Springboard Into Deeper Customer Engagement
Everybody loses when parents can’t get access to good childcare for their kids. Young children miss out on crucial early years education while parents – women especially – are compelled to withdraw from the workforce; diminishing their…

Reporting Ribbon launch 🎀
We've never been quite as excited about a release as we are today!
We're thrilled to release into the wild our brand new 🎀 Ribbon 🎀 reporting feature. You can now make your own completely customized dashboard ribbon of mini reports…

7 ways to engage with the ‘new normal’ customer
It wasn’t so long ago when you had never before uttered the words “social distancing” and polite opinion considered the wearing of face masks in public somewhat eccentric. You don’t need me to tell you how much the world has changed.
What’s…

What’s New So Far in 2020? Customer Thermometer Updates and Features
Now, more than ever, our customers are relying on us to provide insight into how customers and staff are feeling from a distance.
So, we decided to give the lockdown pizza and Netflix a swerve, and instead we've been working incredibly hard…

Back to work COVID-19 surveys and feedback: 6 templates
As many countries start to ease their initial lockdowns in the face of the Coronavirus/Covid-19 pandemic, companies and employees face the thorny challenge of how to go back to work safely.
The Financial Times wrote earlier this week that…

The Culture Code: Book Review
It may seem like a strange time to be reading this book when things that traditionally make us think of company culture – a full beer fridge, mission statement nailed on a wall somewhere and colourful beanbags in games rooms – may no longer…

Managing customer experience: from crisis to recovery
In a single week in March, everyone had to learn to survive in a completely new way. “Ten years of change in one week” was how the New York Times characterised the way the Coronavirus pandemic has swept through society.
Wherever you find…

Black Swan: Book Review
In a matter of weeks, Covid-19 has gone from a distant piece of news, to a massive global shock.
It's been called a true "Black Swan" event. The term Black Swan was coined by Nassim Nicholas Taleb in his 2007 bestseller: “Black Swan: The…

Competing Against Luck: Book Review
I'm writing this book review from lockdown during the COVID-19 crisis. While so much is changing, it's important to remember that in every disaster there is both risk and opportunity.
One thing that's definitely true right now is that customer…

How to get home working feedback from employees

Best Practice for Service Desks Infographic
We love hearing from our Service Desk customers about the amazing response rates they get using Customer Thermometer surveys, but what's also inspiring are the best practice strategies to maximize effectiveness. Thorough customer feedback contributes…