Comments
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@Ashok Gunasekaran What was the impact to our customer feedback data after you implemented the changes?
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Hi @Shravan Great questions! To respond to our first question. "Is there a way to determine what are the right set of questions we are asking through Customer Surveys for Tech support?" First thing I would consider in designing a survey is "what gets measured gets done". The focus of they surey is to understand if your…
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Hi @DougCaviness, We have no direct research on Customer advisory boards. However, one of our consulting partners has helped a number of organizations create CAB's. And I am sure they have some data about the success of creating a CAB. I would be happy to connect you. Gail
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Hi @GoncaloPereira , Now I need to apologize for my delay in responding to you, busy week for me. Thank you for sharing the details of your current program. You did answer my question. Low response rates can be frustrating, especially when you're relying on the feedback to understand how you are doing and where to improve.…
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Thanks @GoncaloPereira! I'm curious, how have you been conducting your customer surveys; method, frequency and metrics measured? Gail
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Hi @Goncalo Pereira , I'm late to this conversation but wanted to share some suggestions on how to determine survey frequency. To avoid "survey fatigue" I recommend preparing the customer for your process and sharing the results. Let them know exactly when you plan to contact them and how. For example if you have four…
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Melanie - Great Question! I agree with the Steven's suggested three type of questions. I would suggest you not wait until the end of a professional services project to ask about satisfaction. Instead, ask about project targets, goals and Communications at the key points in the project. Doing this will allow you to keep a…
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@David Seaton Interesting. I hope that trend continues for you up to the Holidays. Gail
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Hi @David Seaton, Did you see your response rates bounce back since the dip in early November? Gail
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Hi @David Seaton , Yes, turnaround time and and SLA are good metrics to follow and are more focused on the customers expectations of service. Just today I read an interesting article posted on the Customer Think website, "Customer Experience Indexes: Modern Thinking". The article suggested instead of focusing on one…
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@David Seaton interesting question. Based our work gathering feedback and metrics for our clients, we have not seen one metric that is supported by all the others. NPS, CES and CSAT do not correlate or measure the same things. Most often our clients are basing important decisions on multiple metrics and trends within the…
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Hi @Patrick Martin, Great question! We have a number of our clients using the Customer Effort Score (CES) question in their transactional customer feedback programs.@Patrick Martin The question is typically used after a service event has been completed. Our recommendation is to place the question at the beginning of the…
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Hi @Alexander Ziegler & @Steven Forth Great exchange about improving response rates on NPS surveys. I agree with Steven, your customer needs to see the value of completing a survey. I would like to expand this thought and offer the following: In the survey invitation provide your customers with "how" customer feedback from…
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@Tim Schauer Good question Tim! I took a look at your website and value statement for your division and from what I read, I would ask something similar to questions below: "on a scale of 1 to 5 with 5 being I quickly found what is was looking for to 1 being I was unable to find what I was looking for , How would you rate…
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@Jaime Farinos Most everyone has responded to your list of categories but not the process to conduct a customer 360 review. Based on your list of categories I see a 360 customer review as a more personal process, Using a traditional method to gather feedback, i.e. a relationship surveys via email; the question set would be…
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@John Ragsdale you make a good point, managing what we call "survey fatigue" is critical to a successful CSAT program. Kerri, one suggestion is to create a "thank you" email, sent to each person completing your survey. Sending a Thank you email closes the loop with the customer. In the email outline what actions or changes…
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Hi everyone! Looking forward to participating in the exchange. My interest is in Customer Success and Field Service.