Customer opinion: continuous monitoring or occasional feedback?

Customer opinion: continuous monitoring or occasional feedback?

How frequently customer opinion should be asked? Daily, weekly, monthly or once a year… The obvious answer is the more information you have, the greater the expected business benefits. However, the expected business benefits are largely dependent on the quantity and quality of the retrieved…

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Planning a Customer Survey? How to formulate the right questions…

Regardless of the nature of your business, I bet you can come up with a great number of questions that could be included in the customer survey. But if we apply the rule of thumb of 10 questions, then we must become selective. There are…

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Improve Target Advertising – The Easier Way!

You have a heavy presence online – a search engine friendly website, a number of social media platforms that are being managed on a daily basis, maybe you have paid to appear on the 1st page on Google. Not forgetting the effort placed in other…

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WHEN….to Measure Customer Satisfaction?

This is a question I get asked frequently, when is the right time to measure customer satisfaction for the products and services provided? And by saying ‘measure’, I mean a structured survey leading to successful decision making. There are four such situations: First, there is…

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The Use of Social Media and Customer Satisfaction

Customer satisfaction is a concept that has been around since the days people started trading goods, buying and selling, whereas the concept of Social Media has been around maybe ten years or so. After googling a bit I came across a bunch of articles… –…

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Measuring the Financial Value of Customer Satisfaction

Succeeding in the service delivery and product quality results most often in high customer satisfaction. But what does high customer satisfaction exactly mean from the point of view of sales? How could it be quantified or the monetary value identified in comparison to lower levels…

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Customer Satisfaction Surveys by Email: Response Rate Considerations…

Some might argue that customer satisfaction surveys are unnecessary as a whole, based on the fact that most customers are likely to give feedback at the point of service. And that is very true, in many situations the customers could be assumed to express at…

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