Measure Project Success: Ask for feedback

Measure Project Success: Ask for feedback

Whenever you are running a project with tens or hundreds of stakeholders, it is a good practice to do a quick survey with all the parties involved once the project is completed. Even though “on the surface” the project seems to have gone without any…

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The Benefits of Collecting Employee and Customer Feedback – Simultaneously

Conducting a simultaneous employee and customer satisfaction survey is likely to be highly beneficial, especially for larger organisations. We already know that the two are interlinked – satisfied employees ensure the happiness of customers. This is more or less self-evident. Now, let’s assume the following…

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5 Typical Design Flaws in Online Customer Survey Questionnaires

When a customer survey is properly executed from start to finish, it is one of the best, if not the best information tool there is to be used for business success. Here is a list of typical design flaws that I frequently come across when…

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Customer Survey Confusion – Clarified

Confusion – in a sense, “Yes”. There is quite a lot of jargon going around within the survey industry (maybe) perplexing some of the businesses planning to collect customer feedback. We use terms such as customer experience, customer satisfaction, customer insight, customer journeys, customer paths…

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Defining the Survey Goals through Product and Service Attributes

Surveys should always have clear goals and purpose. One approach to define the survey goals and develop the purpose is to concentrate on product and service attributes. You could try forming the survey questions around the following attributes, depending of course on the relative importance…

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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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Customer Experience and Customer Satisfaction: How to effectively combine the two in a survey!

What is experience? Experience is essentially about impression – something happened, an event or occurrence that left us with an impression, and impression in the context of customer experience is about an opinion on someone or something. How do we measure an opinion? Rather than…

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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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Boosting Survey Response Rates: Use of Incentives

To fully understand customer perception, surveying is needed one way or the other and email is an excellent medium for the purpose. It is cost-efficient with excellent reach and the only real downside is the highly fluctuating response rate, which creates a dilemma: To make…

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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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