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SERVICE 800 Resources

Blog Posts, Success Stories, and White Papers

What ratings aren't telling you in customer satisfaction surveys

Why are people concerned with what rating scale to use for customer satisfaction surveys and customer loyalty measurement? Sometimes I think we spend too much time on some decisions and not enough time on others.
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Restaurants + Twitter = Customer satisfaction measurement ?

More and more restaurants are adopting Twitter to engage with customers for a new source of customer satisfaction measurement. By utilizing Twitter restaurants can offer special deals to their followers and also counteract poor experiences with almost immediate responses. We're not talking only mom and pop restaurants here but large chains like Chipotle too. As another industry jumps on board the Twitter bandwagon, are you questioning if you should be on Twitter to help with improving customer service?
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Customer Effort Score or Net Promoter Score?

Do you ever wonder which metric is best for your organization? Are you contemplating if you should focus on increasing promoters or should you focus on reducing customer effort? Many of you want to know which metric is better. The good news is NPS and CES are NOT mutually exclusive. In fact, the two metrics can complement each other because they measure different customers experiences.
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4 signs you don't need help improving customer service

Lets face it, people already think customer service is a money pit, a vacuum that provides no return on investment. In a time where the economy is forcing companies to make hard decisions on budgets, why not cut from the budget devoted to improving customer service and its ability to measure customer satisfaction?
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3 Elements to consider when designing a CX survey

Nowadays consumers are at the center of every business decision. With continuously changing customer needs, it is critical for businesses to measure customer experiences. There are many things to consider before implementing a customer experience measurement program. Choosing the right data collection method is one of the integral part of a CX program. Here’s why.
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