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10 Customer Success Webinars

Webinars are a succinct and easy way to find out more about a topic that might otherwise seem a bit daunting! We think customer success - which is becoming increasingly pertinent - is just the type. You might already know about customer satisfaction,…
15 Event Survey Questions and Template
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15 Event Survey Questions and Template

Organising a successful event takes planning, experience and investment. Whether your event is a social occasion, a fundraiser, a conference or maybe a training session, you want your attendees to have a great experience that they will share…
Punk CX book review Adrian Swinscoe CT
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Punk CX: Book Review

Adrian Swinscoe writes on customer experience and customer service for publications like Forbes and the BBC. Punk CX is his second book covering the topic of CX. We've all read books where the author has hit upon a good business idea and…
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How Allen Associates succeeded by putting service over sales

The recruitment sector is renowned as being an incredibly tough market. The industry is huge, with estimates outlining it’s now worth over £35 billion to the UK economy. However, it’s also very crowded. It’s estimated that the number…
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The Ultimate Guide to Using Emoji in Surveys and Business Communication

Can you believe it’s been a mere seven years since emoji hit the mainstream? Billions are now being sent each day, with all ages universally embracing the ability to add images to their written communications. Here at Customer Thermometer,…
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Feedback Frenzy

One of the most interesting conversations we've heard regarding the feedback economy came from The Bottom Line radio show and podcast on BBC Radio 4. The proliferation of review sites like TripAdvisor and TrustPilot (often called the 'Feedback…
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How to Create a Training Survey

Training surveys are becoming increasingly common in the workplace, making professional development a more rounded and thorough process. Be it a training needs assessment or a post-training effectiveness survey, asking employees for feedback…
Customer Service and Satisfaction Statistics
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Customer Service Stats for 2020

Here we’ve collated over 100 customer service statistics, customer satisfaction statistics and quotes from various brands, industry leaders and researchers which reflect the fast-changing landscape. Customer experience and delivering high…
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Customer Thermometer wins ‘Customer Service Team of the Year’ at BESMA Awards 2019

Brighton, UK, November 18 2019: Customer Thermometer, a market leader in survey solutions, has scooped the award for ‘Customer Service Team of the Year’ at the The British Excellence in Sales Management Awards (BESMA) Awards 2019. The…
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What is Customer Success Enablement?

We know that focusing on customer success drives retention and high customer lifetime value (CLV). But what do customer success managers and teams need in order to achieve these goals? Sales teams, in many organisations, are often supported…
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How to Get a Better NPS

Net Promoter Score (NPS®), first developed by Fred Reichheld and Bain & Company in 2003, is a well-established measurement of a business' reputation with its customers. It acts as a league table for competing companies to benchmark their…
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How to Track and Measure Customer Success

We have previously talked about how Customer Success Drives Customer Retention. Customer success has been defined as the business methodology of ensuring that customers achieve their desired outcomes when using your products or services and…