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SERVICE 800 Resource Library

Customer Satisfaction Surveys, CX Blog

Customer Satisfaction Survey Tips - Field Service Metrics

Balancing customer satisfaction and operational efficiency can be a challenging undertaking for most companies. We all know designing a top notch customer experience can come at the expense of operational efficiency. Some companies add touch points or extra steps to close out a service event, others might leave fresh baked cookies behind to provide that unique touch. In highly competitive service environments, it can be challenging to determine if the service you are providing is having the desired affect.

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CX Blog, Customer Satisfaction Surveys

VoC in Medical Device Industry

Top Medical Device companies have one thing in common: they focus on providing excellent service while constantly measuring customer satisfaction with their products.

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CX Blog, Customer Satisfaction Surveys

NPS, CSAT & CES

Measuring your customer satisfaction shouldn’t be just a onetime occurrence, CX measurement process should be embedded to your company culture. When it comes to measuring customer experiences  there are many questions that you can ask from your customers. But is there any questions that we should be asking at all times? 

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Customer Satisfaction Surveys, CX Blog

Measuring customer satisfaction made easy... really easy.

 

The question now is, can you handle the truth?

Measuring customer satisfaction can be a very daunting task whether you have 20 customers or 200,000.  It is easy to over complicate strategies to find out what your customers really think about you, spending hours strategising how to conduct the study, how many people to ask, and even what to ask. At the end of the day there is only one rule that you should follow when exploring measuring customer satisfaction, start simple and just ask!

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Customer Satisfaction Surveys, CX Blog

Hidden meanings in the wording of a customer satisfaction survey

 

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CX Blog, Customer Satisfaction Surveys

Why have customer satisfaction survey "top box" definitions changed so much?

A few years ago, when analyzing customer satisfaction survey results, top box meant that when you asked your customer a question and they responded with a rating, they gave you the highest possible rating.  For example, if you used a scale of 1 to 5 in your customer satisfaction survey, it meant that to be top box you had to receive a rating of ‘5’.

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