IT Watermelon effect

Everything You Need to Know About XLAs and Why They Matter

A simple guide to understanding XLAs, measuring real IT support experiences and improving user satisfaction   Congrats, your IT ticket was resolved! The only problem? You’re behind on your work, you're frustrated, and you’ve just…

5 Reasons You Should Encourage Customer Complaints

Customers Complaints Will Force You To Improve Your Product/Business Criticism can be tough to take. It’s hard to know which feels more sickening – customer complaints that feel unfair or surprising, or those where you know you messed up.  It’s…

Survey bias: what are different types and how to avoid them?

Taking care how you build customer surveys and which customers you survey comes down to this: if you’re going to do a job, do it well or don’t bother at all. Survey bias threatens the whole purpose of customer surveys. This is why eliminating…

What makes a great customer service experience?

Customer service is a critical part of the way organizations engage with their customers. Customers’ experience of that is commonly what these businesses are judged on and compared against.   This guide examines the concept of customer…
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51 Good survey question examples for gauging employee engagement and customer satisfaction

Deciding on the right questions to ask for surveys is harder than it looks, so we have collected 51 worked examples. They span Likert scales and closed-ended satisfaction questions through to multiple choice, with quick dichotomous questionnaire…
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How to get fewer negative reviews for your product

Negative reviews can disproportionately impact how a brand, product or service is perceived. Having just a small number of them can really take the gloss off a bunch of more positive reviews, especially if they’re recent.  We look at how…

QR Code Surveys: How to Collect Customer Feedback

A QR code survey lets customers scan a QR code with their smartphone and instantly access a feedback survey. QR surveys can be placed on receipts, packaging, posters, signage, tables and other customer touchpoints, making it easy to collect…

How to make customer feedback an extension of your brand experience

It’s not enough for people to notice your brand, they have to experience it too. This means communicating a brand personality in every customer interaction – one that fits with your values and how you want your business to be perceived. But…

How to improve customer service through feedback

Every organization should strive to enhance the service they provide to customers. But how do you make it happen, and what role does customer feedback play in helping you make the right changes to customer service? This guide is perfect for…

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…

A guide to tNPS + how to calculate transactional net promoter scores

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…