Customer Satisfaction Surveys aren't working. Here's what you can do.

To know how satisfied your customers are, you need them to tell you. The trouble is, customers aren’t playing ball with surveys any more. Survey responses are at an all time low, generating a double-whammy of ‘non-response bias’ and…

Customer Ratings in Email - 6 Awesome Examples

So, now we know that 1-click feedback is a great way to get genuine and real-time customer ratings in email. But now the question is, how do we do this in the most effective - and awesome - way possible? We have a few of our own for our customers…
ServiceNow customer survey launch
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New Fully Integrated ServiceNow Customer Feedback Integration Released

Customer Thermometer today launches a market-first, 2-way integration of its email feedback survey with ServiceNow.  Brighton, UK  –  12 July 2019 – Customer Thermometer, the market leader in 1-click customer feedback solutions, today…
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,…
Our Summer reading list for 2019

Our Summer Fiction Reading List For 2019

This year we're splitting our usual Summer Reading list into two - one fiction and one business. If you're after the business one, that's here, but if you just want to unwind from all things business (you are going on vacation after all...)…
Our Summer Business Reading List 2019

Our Summer Business Reading List 2019

Stephen King has commented that 'Books are the perfect entertainment: no commercials, no batteries, hours of enjoyment for each dollar spent. What I wonder is why everybody doesn't carry a book around for those inevitable dead spots in life.' It's…
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…
How to Retain Key Accounts by Ensuring Client Satisfaction
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How to Retain Key Accounts by Ensuring Client Satisfaction

It is well known that it can cost up to five times more to gain a new customer than it does to retain an existing one. These days, smart, forward-thinking enterprises are paying far more attention to customer retention than ever before. They’re…
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…
How Successful Startups use Customer Success
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How Successful Startups use Customer Success

For many companies, especially those providing SaaS, most of the revenue derived from customer relationships is produced post-sale. It therefore makes sense to focus on both retaining customers for as long as possible and developing these…
Why Your Business Needs Customer Success
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Why Your Business Needs Customer Success

Many of today’s businesses are focused upon customer experience (CX), but only around 22% say that their efforts are exceeding customers’ expectations. Customer experience encompasses everything from the first time someone hears about…