Improving Time To Insight
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Time to Insight: A key metric for CX and CI professionals

Forward-thinking companies can now generate a great deal of real-time, customer and market insight from their day-to-day operations.We’re now in a world where Uber can rack up 2 billion rides across 400 cities since it launched in San…
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What survey response rate should I expect?

I love my job - on average I get to speak to at least 10 businesses every week, all considering moving to Customer Thermometer. They all have one thing in common - they want more feedback. The most common question I hear during these conversations…
how to measure internal customer satisfaction
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How to measure internal customer satisfaction

Businesses are a network built from a chain of processes and handoffs that generate a product or service.Each link in the chain is a different department serving the next link in the chain. If there’s a weak link, internal customer satisfaction…

How to ask a second question using Customer Thermometer

Today (1 Feb 2017) sees a small, but powerful update, (driven by customer demand) which will enable recipient data to be captured when asking 2 separate questions - the first one via email as ever, the second on the Landing page they see, following…

14 ways to improve your
survey response rate

Looking to improve your survey response rate? You're not alone. It's one of the major reasons businesses swap to Customer Thermometer.Potential customers often say to us "our response rates have been declining", "I'm worried we aren't hearing…
customer service alert system
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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
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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
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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
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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
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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…