customer service alert system
, , , , , , ,

Building a Customer Service Alert System that works

Let's set the scene Just like a smoke alarm can help you act when there’s fire, a customer service alert system can help you act quickly on customer issues. It's a method of alerting the right person in real time when a customer sends a…
Only the Paranoid Survive Book Review
, , , ,

Only the Paranoid Survive: Book Review

Only the Paranoid Survive: How to Exploit the Challenges That Challenge Every Company is a book originally recommended to me by Ben Horowitz. It's written by Andrew Grove, who led Intel's astonishing growth and was seen by many as a founding…
csat stat 68
, , , , ,

CSAT Stat of the Month

"80% of your future profits will come from just 20% of your existing customers"   What's the background? This is a well-known CSAT stat which is often cited in discussions about customer retention.It is known as the 80/20 rule,…
Simple survey
, , , , , , , ,

Embrace simplicity -
The need for simple feedback tools

Technology is becoming more and more complex. Tools have unlimited configurations, bloated feature sets and complicated deployment requirements. Nowhere is this more true than in the realm of customer feedback. Customer surveys have become lengthy…
csat stat 68
, , , , , , ,

CSAT Stat of the Month

"68% of customers leave as a result of perceived indifference" What's the background? This CSAT stat is quoted frequently, but where does it originate from?In 2008, John Gattorna, a visiting professor at Macquarie Graduate School of…

A complaint is a gift

Jannelle Barlow and Claus Moller, the two authors of "A Complaint is a Gift" were ahead of their time.They wrote this forward thinking book around customer loyalty back in 2008 - as the concept of customer loyalty and customer feedback as…

How ParcelPoint uses Customer Thermometer to win new business

Customer Thermometer has customers in all corners of the world.In the last 30 days, Thermometer surveys have been responded to in 173 countries in fact. Something we’re incredibly proud of.On my recent trip to Australia (where I observed…
getting more out of surveys
, , , , , , ,

Our secrets to getting more out of surveys

When was the last time you filled out a survey from a business? Most people will have been asked for their opinion multiple times this week, if not today!Customer surveys are part of life now - and you need to make sure your business is…

6 years ago today, we won
our first customer...

Six years ago, we signed up our very first paying customer. And we're delighted that original customer is still using Customer Thermometer every single day ;-)We marked this 6th birthday, by releasing a refresh our website.Having…

Designing surveys for Microsoft Outlook

What makes a good survey design for Outlook? This article explains how to design a survey for Microsoft Outlook and some of the potential pitfalls. If you're looking to insert a survey directly into Outlook itself, then take a look at this…
handling customer feedback
, , ,

After the survey: Our 5 step repeatable process for handling customer feedback

Once a customer gives you feedback in you satisfaction survey, what should happen next? Sometimes, as a customer, it feels like we’re just shouting into a black hole with no chance of ever seeing a response. It’s incredibly disheartening…

Help desk customer satisfaction survey options

When we launched Customer Thermometer six years ago, our focus started with the marketing agency world. Six years later and our single biggest niche is the help desk customer satisfaction survey. Help desk customers from right across the world…