The Ultimate Guide to Employee Feedback

Feedback is a phenomenal source of insight, but your focus shouldn’t all be about customer feedback. Organizations can learn all they need by listening to what their own employees have to say too.  If you’ve ever wondered about employee…

What is tNPS? Is Transactional Net Promoter Score important?

When looking at your Net Promoter Score® (NPS) customer feedback strategy, two elements will be at play: Transactional NPS (tNPS) Relational NPS (rNPS) In this post we explore tNPS in detail, how it’s different to rNPS and how…

NPS benchmarking with Customer Thermometer

Aiming for the best NPS score is a good objective, but what’s better is targeting an achievable score in the context of your competitors. Beating those guys is what matters, and knowing what NPS score you need to come out on top is critical…

Personalized dashboards with Agent View

If you haven't begun to use Customer Thermometer, you won’t have experienced the challenge of dealing with lots more customer feedback than ever before. This is what happens when the feedback floodgates open; having to plan how to respond…

Closing the customer feedback loop

What does Closing the Customer Feedback Loop mean? Closing the customer feedback loop is when an organization responds directly to customer feedback in a structured way. This typically has two aims: Making contact with the individual customer…
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2023 CX trends and predictions roundup for the future of customer experience

The annual Customer Thermometer meta analysis of trending topics is back. Here, we draw on an extensive assessment of 2023 analyst predictions and expert views to pick out the mega trends that will influence customer experience in the year ahead. The…

Survey vs Questionnaire vs Poll: Which one to use?

What’s the difference between a survey and a questionnaire? Or a questionnaire (or survey) and a poll? This guide explains all, with some great examples and tips to help you choose the right approach.  What is a survey? A survey is an end-to-end…

15 employee satisfaction survey questions every employer should be asking

Surveys have a clear role in business performance by capturing and acting upon the authentic voice of the customer, but organizations don’t always place the same value on listening to their employees. In this post we explore what it takes…

The Ultimate Guide to Collecting Customer Feedback for all MSPs

We live in an ‘everything-as-a-service’, subscription economy. It’s a world where IT MSPs (managed service providers) fit perfectly, offering perpetual access to the latest tech in an opex-based business model.  Feedback is central…

Can you predict a customer churning?

In any contest, it sure is helpful to know what your opponent is going to do next. In the perpetual tussle against customer churn, organizations would do anything for the power to predict which customers are about to leave. Customers are…

How to avoid acquiescence bias when gathering customer feedback

Our guide to survey bias identifies 12 distinct types. Among these is one of the most misunderstood and difficult to prevent. It’s also the hardest to spell! It is, of course, acquiescence bias. In this post we explore the topic of acquiescence…

How Do You Create Feedback Emails? Tips, tricks, templates and more…

Feedback comes in lots of forms but what about email feedback? This guide will equip you with the knowledge and skills to command a comprehensive email-based feedback strategy. Let’s dive in! What is email-based feedback? Email feedback…