Client satisfaction surveys:
should you do them?

Why are customer satisfaction surveys important? The eternal question for marketing, PR and similar services agencies is, "should we or shouldn’t we undertake a client satisfaction survey programme with our clients?" What are the pros…
5 reasons online customer satisfaction surveys don't work
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The critical question: how are we doing for you?

How is our survey creator doing for you? One of Customer Thermometer's customers is a big PR agency. I wanted to share with you the way that they are monitoring their most important customer accounts, and how they've built the process of regularly…
5 reasons online customer satisfaction surveys don't work

Feedmyapp.com features Customer Thermometer

Our Survey app has been reviewed! We're delighted today to find that the cool folks over at Feedmyapp - one of the best web 2.0 directories on the Internet has featured the coolest customer satisfaction survey tool on the Internet... Customer…
5 reasons online customer satisfaction surveys don't work
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Why David Meerman Scott’s new book is essential reading

Santa was very good to me this year – at the top of my stocking was a copy of David Meerman Scott's Real-Time Marketing & PR. I read it with an increasing sense of excitement. David makes some extremely timely points for not only the…
5 reasons online customer satisfaction surveys don't work

5 reasons online customer satisfaction surveys don’t work

Online customer satisfaction surveys don't work. There's a survey response rate crisis and customer experience professionals need to be aware of the 5 drivers causing it. Here's why... 1. Online surveys don't drive service improvement. This…
5 reasons online customer satisfaction surveys don't work
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5 ways you could lose your biggest client without knowing it

A short survey can save you a lot of trouble Big clients, especially in the B2B world, can be a blessing and a curse. Whilst they bring in chunky revenue and provide a real focus for product or service development they can also be the cause…
5 reasons online customer satisfaction surveys don't work

Tom Peters on customers

Yesterday I downloaded a PDF by the wizard who is Tom Peters. It takes the form of short, punchy dictats and I love it because it's very fresh, very actionable and provides the kick up the proverbial that we all need from time to time to get…
5 reasons online customer satisfaction surveys don't work

Why retention is the new loyalty

Customers pay the bills and without them you’re dead in the water. But in the relentless endeavour to add more customers into the funnel, are you actually ignoring your biggest area for growth in revenue and profit...your existing customers? Here…
5 reasons online customer satisfaction surveys don't work

Why crowdsourcing customer feedback doesn’t always work

Crowdsourcing customer feedback Crowdsourcing, the concept of giving a task to a crowd to complete (most often using online tools) has been around for 4 years now, and has recently spawned the term 'communitysourcing'. Communitysourcing takes…
5 reasons online customer satisfaction surveys don't work

Sir Terry Leahy spends every Friday on the shop floor, do you?

One to One conversations with your customers can be your most powerful survey tool Tesco is the world's 3rd largest retailer behind Walmart and Carrefour. It has almost 2,500 stores worldwide. Its Chief Exec Terry Leahy, widely credited with…
5 reasons online customer satisfaction surveys don't work

17 must reads: build a business with fantastic service ethos

Here are 17 posts from the last year which I consider to be at the forefront of thinking on how you can build a business with a fantastic customer service ethos. Not all of them are specifically about customer service but I think they point…
5 reasons online customer satisfaction surveys don't work

Why “permission feedback” is the future of customer satisfaction

ALl about permission feedback Traditional methods of getting feedback from customers make it difficult for the customer and easy for the supplier. If the customer is absolutely determined to give good or bad feedback, they will fill in…