GetFeedback

FEBRUARY 12, 2019

Today we’re excited to announce the newest addition to our suite of survey distribution channels: SMS. This traction carries over to customer experience initiatives, with SMS surveys garnering open rates of nearly 100% and response rates of nearly 50%. Bottom line: SMS surveys work. What do SMS surveys look like at GetFeedback?

Omnichannel 236

Omnichannel Transportation Demo Feedback 236

GetFeedback

JANUARY 21, 2019

Customer surveys. If done right, surveys can bridge the gap between what content you already provide and what content your customers are looking for. A word about customer survey fatigue. The questions you ask on your customer survey are the key to getting to the heart of what you want to know.

Marketing 210

Marketing Healthcare Webinar Blog 210

GetFeedback

MARCH 25, 2019

Post-chat surveys are the best method to measure if you’ve successfully implemented your live chat customer service program. Benefits of using a post-chat survey. To reap these benefits, you need a solid post-chat survey that engages customers and provides real insights. . Keep the post-chat survey brief.

Net Promoter Score 186

Net Promoter Score Effort Score NPS Reference 186

GetFeedback

APRIL 16, 2019

Optimizing your customer experience will make all the difference, and the best way to do it is by asking the customer experience survey questions that we’ve shared in this article. You can also experiment with different approaches, from one-on-one Skype interviews to automated electronic surveys. About the guest author.

Customer Experience 262

Customer Experience Return on Investment Poor Customer Service Metrics 262

GetFeedback

MAY 23, 2019

The equation being: number of satisfied customers (4 and 5)/number of survey responses x 100 = percent of satisfied customers. On the rating system, people who select 9 or 10 on the NPS survey are considered Promoters, people who select 7 or 8 are Passives, and people who select 6 or below are Detractors. Creating positive outcomes.

NPS 308

NPS Net Promoter Score CEM Metrics 308

GetFeedback

JANUARY 16, 2019

Some people might say that the secret to a successful customer feedback survey campaign is quantity. If you send out enough surveys, you’re bound to get some responses eventually, right? While this approach might have worked in the past, the modern customer isn’t eager to take time out of their busy day to take any survey.

Metrics 210

Metrics Touchpoint Feedback Presentation 210

GetFeedback

DECEMBER 16, 2019

A good place to start would be training your servers on how to approach customers, how to strike casual conversations, answer the phones, and the questions they need to ask to know what areas you need to improve upon. So, with these trends in mind, use a writing tool to create customer surveys that are easy to follow and quick to respond.

Feedback 195

Feedback Social Media Customers Consumers 195

GetFeedback

FEBRUARY 6, 2019

You can use online surveys. Here are some tips on building effective online surveys that will work. Online survey tip 1: establish a new wave of trust. Make sure that all of your surveys are well-written and polished before you send them out. Online survey tip 2: execute your promises effectively.

Engagement 186

Engagement Loyalty Programs Loyalty Customers 186

GetFeedback

AUGUST 14, 2019

This is done with a formula to see the percentage of customers who selected very satisfied or somewhat satisfied against the whole of your customers surveyed. . Such as: (Number of satisfied customers (4 and 5) / Number of survey responses) x 100 = % of satisfied customers . That’s a great pain point to measure with a CSAT survey.

Metrics 273

Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

GetFeedback

MARCH 13, 2019

Strong NPS survey design. The first part of building a successful NPS program involves making sure your online surveys are strong and built correctly. This means investing in a customer feedback solution that allows for mobile-friendly, aesthetically pleasing, and fully optimized surveys. Let’s look at each element individually.

NPS 186

NPS Net Promoter Score Feedback 2015 186

GetFeedback

FEBRUARY 15, 2019

This can be done through surveys after an interaction, either sent through an automated phone call or email tools or even by making a personalized call to a customer for detailed feedback. It’s also extremely important to monitor the social media conversation around your company.

Customer Experience 322

Customer Experience Net Promoter Score Social Media Feedback 322

GetFeedback

APRIL 3, 2019

We recently released a Post Purchase Survey on yeti.com and yeticustomshop.com that gives us feedback regarding to the whole website journey. We can limit the number of surveys they’re receiving from us and not be hit with multiple surveys from different groups across the organization. How is YETI using GetFeedback today?

Feedback 220

Feedback Omnichannel 2006 Interaction 220

CloudCherry

MARCH 28, 2019

It should frame every decision and every conversation you have with your customers. Even better, you can see how each conversation resonates through NPS and CSAT feedback. Journey insights move your team from running surveys to having real-time, contextual conversations with your customers. Connecting CX to ROI.

Insights 231

Insights CEM NPS ROI 231

GetFeedback

JULY 19, 2019

But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. This feedback is the formal feedback gathered via surveys. Surveys may be collected in several ways, and they may measure different things.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

GetFeedback

OCTOBER 4, 2019

Survey data collection might not seem like a revolutionary or groundbreaking business practice but in an economy that’s increasingly being driven by customer experience (CX) it’s one of the most important things an organization can do. Why survey data collection should be a company priority. How to collect survey data .

Competitive Advantage 150

Competitive Advantage Touchpoint NPS Feedback 150

CX Accelerator

JANUARY 25, 2019

Here are two proven employee engagement metrics to consider: 1) Employee Engagement Score Using Pulse Surveys We have been using the completely free version of OfficeVibe (pictured below) for a few months now, and it's just fantastic. OfficeVibe is not the only way to do this, but I'd highly recommend going with a pulse survey tool.

Connections 140

Connections Culture Metrics Employee Experience 140

GetFeedback

AUGUST 14, 2019

But by asking that question, we get a quick sense of how someone’s day went, and we have an idea of where to take the conversation next. Of all the satisfaction surveys out there, it’s easy to argue the CSAT is the most straightforward. Where the CSAT survey falls short is in its simplicity. Get Calculator. Free CSAT Toolkit.

Download 268

Download Customer Satisfaction Measurement 2018 268

GetFeedback

MAY 8, 2019

We finish a phone conversation with tech support and are asked to “remain on the line” to answer a few short questions about our experience today. Our inboxes receive surveys from companies we have done business with, asking for our feedback on a purchased product or service or an experience with their customer support desk.

Brands 170

Brands Social Media Sports Feedback 170

Customer Bliss

NOVEMBER 8, 2019

” During meetings when customer conversations are held, there’s an agreement — but when the meeting disbands, every leader translates, interprets, and communicates inconsistently back to their own departments. Or silos individually dissect survey results and take actions.

Leadership 238

Leadership Chief Customer Officer Culture Customers 238

Customer Bliss

JANUARY 10, 2019

As conversations around sustainability and corporate social responsibility continue to increase, I think you’ll enjoy this timely conversation with Michael Bair , Senior Director of Member Experience at Inspire , a clean energy tech start-up. Many customers don’t realize they can choose a different energy provider.

Customer Experience 155

Customer Experience Chief Customer Officer Connections Workshop 155

ShepHyken

JUNE 10, 2019

Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights by CallMiner. My Comment: I’ve been paying attention to how good companies are getting feedback (in the form of customer surveys).

Article 109

Article 2019 Customer Service Customer Service Training 109

Interactions

JUNE 13, 2019

Using results from a survey conducted by Aberdeen in April 2019, where 445 businesses were surveyed regarding their customer experience programs and best practices, we have compiled three data-driven takeaways about how IVAs can deliver ROI to your business. Increased revenue and decreased costs.

ROI 63

ROI Contact Center Banking 2019 63

Retently

FEBRUARY 12, 2019

When used properly, Net Promoter Score® can play a significant role in your prospecting and sales process, essentially doubling your growth efforts by focusing on both customer retention and prospects conversion. Well, there’s no denying it can be a bit tricky – surveys and sales aren’t directly related.

Net Promoter Score 80

Net Promoter Score Sales NPS Feedback 80

One Millimeter Mindset

JANUARY 9, 2019

Is your business fostering artificial customer experiences due to reliance on technology as the primary interface for customer conversations? At least the customers interested enough to respond to that scripted conversation with that specific sales person. Rather than listening to the actual voice of the actual, not surveyed, customer.

Customer Experience 66

Customer Experience Workshop Customer Voice Customer Retention 66

ProProfs Chat

DECEMBER 18, 2019

When consumers were surveyed directly, they cited that their preferred method of customer service communication was live chat. Add the Human Touch to Your Live Chat Conversations. Offer a Survey for Feedback on The Same Channel. Add the Human Touch to Your Live Chat Conversations. Know Your Product Inside – Out.

Customer Experience 87

Customer Experience Multi-Channel Social Media Customers 87

Beyond Philosophy

APRIL 8, 2019

They also think survey responses are authentic. We worked with a Texas hospital system years ago where surveys reported patients said they wanted more time with the doctor. Self-service and automated conversations have their place and can enhance Customer Experience. Irrational Decisions Reveal Predictable Behavior.

Insights 126

Insights Hospitality Books Consulting 126

SurveySparrow

APRIL 29, 2019

There is a fine line between following up with customers while the lead is warm, and pestering your customers with spammy emails and infinite surveys to find out what they think of your all-new spinach-flavored pizza topping (or something so bizarre that no one actually cares about). Being a bother is the last thing you’d want anyday.

Feedback 75

Feedback 2019 Multi-Channel NPS 75

Beyond Philosophy

FEBRUARY 6, 2019

It requires more than surveys or changing how you answer the phone. For example, the companies with the best ROI and results to show in Thompson’s survey took a more comprehensive and thorough approach to journey mapping. Recommendation #4: Get feedback from sources other than surveys. To listen in , please click here.

ROI 154

ROI Customer Experience Customers Customer Centricity 154

SurveySparrow

DECEMBER 12, 2019

Surveys have come a long way and so did SurveySparrow. We’ve been relentlessly involved in bettering surveys from day one. Our team has been pulling out all the stops to deliver perfect surveys and our hard work did bear fruits. How Surveys Evolved at SurveySparrow. We are going to take your surveys to a whole new level.

Travel 93

Travel Events Engagement Feedback 93

SurveySparrow

FEBRUARY 3, 2019

At SurveySparrow, surveys are turned into interesting conversations with a conversational interface. It enables you to create and share highly engaging, mobile-first surveys that offer a chat-like experience. Once configured, it will be automated to follow the preferences of day, date and so on, for sending the surveys.

2019 75

2019 Customer Experience NPS Social Media 75

NetBase

DECEMBER 18, 2019

Although consumers may say they’re influenced by one thing, their selections in a survey are limited by the choices offered. What if there’s a wishlist item that your ‘known items’ survey will not reveal? We’ll explore human bias (on the part of the survey creator) in just a bit. How is the conversation different by channel?

Marketing 52

Marketing Insights Consumers Brands 52

AskNicely

JANUARY 10, 2019

Traditional ways have been wildly inefficient — think long surveys that take 30 minutes to complete — and infrequent — think once a year or even once every two years. These surveys were reported once a year in a board meeting, considered briefly, then largely forgotten until the next time. What does that look like? Do you do nothing?

NPS 60

NPS Metrics Customer Experience Net Promoter Score 60

delighted

MARCH 29, 2019

An effective customer experience survey is a conversation with your clients and customers. Poor survey design, on the other hand, can lead to a lack of responses, misleading or vague results, and a missed opportunity to respond to customers and grow your business. Determine your survey type. Customer Satisfaction Surveys.

Feedback 49

Feedback Net Promoter Score NPS Customer Satisfaction 49

Interactions

MARCH 20, 2019

The conversation during a two-minute call with a company can make or break a customers loyalty forever. I n a 2017 survey, Arise found that nearly two-thirds of respondents were only willing to wait 2 minutes or less before hanging up and that more than 13% said no wait time was acceptable. Conversational.

Customer Service 67

Customer Service Customer Experience Customer Care 2017 67

Second to None

MARCH 20, 2019

With the proliferation of digital social platforms, there is a perpetual need to monitor the conversation around your company online. Conversation about your brand across different social media sites may be harder to track than review pages directed specifically towards your company. Online Conversations Can Be Positive, Too.

Social Media 86

Social Media Brands Customer Centricity Voice of Customer 86

delighted

MARCH 29, 2019

An effective customer experience survey is a conversation with your clients and customers. Poor survey design, on the other hand, can lead to a lack of responses, misleading or vague results, and a missed opportunity to respond to customers and grow your business. Determine your survey type. Customer Satisfaction Surveys.

Feedback 49

Feedback Net Promoter Score NPS Customer Satisfaction 49