feedback frenzy customer survey economy
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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…
customer success enablement customer thermometer
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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…
customer thermometer better nps score net promoter score
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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…
track and measure customer success feedback solution survey 1-click
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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…
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The service recovery paradox

We all experience problems with suppliers. Things go wrong - that's just life. As a business, you have to learn to accept that. Of course, it’s how you deal with those problems which sets one business apart from another. Admitting fault,…
customer thermometer customer success thrive
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Focus on Customer Success to Thrive

Customer success has evolved enormously, especially over recent years. While the theory and practices associated with customer success have their roots in the Software-as-a-Service (SaaS) arena, businesses and organisations that are not involved…
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Accepting the Queen’s Award for Enterprise in International Trade

Back in April this year we announced that we had won the Queen's Award for Enterprise in International Trade, and on September 24th in our Brighton HQ we were honored to host the Lord and Deputy Lieutenant of East Sussex, who presented us with…
customer thermometer employee engagement team
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How to Assess Employee Engagement Using Simple Surveys

It's natural to focus on how our customers regard us and our business, but how much attention are we paying to how our employees feel? Employee engagement can be easily overlooked with the numerous priorities facing us, but we really should…
Quirkology book review header
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Quirkology: Book Review

So, this month we've taken a wander through Richard Wiseman's book Quirkology: The Curious Science of Everyday Lives. Richard Wiseman is a truly interesting scientist and psychologist. He explains complex points on human interaction in an…