Information on our response to the COVID-19 pandemic can be found here.
In common with most websites, we store cookies on your computer so we can recognise you when you return. By continuing to use this site, we assume you accept these cookies.

Anyone can measure customer experience.
We’ll teach you how to improve it.

Customer Feedback Guides

Learn how to build the feedback process your customers want you to build: what to ask, when to ask, and what to do with the results.

These are the exact methods we use to help hundreds of clients get measurable results from their customer experience improvement projects.

When Should I Ask Customers For Feedback?

Real time feedback is great. But done wrong, it can be a nightmare for both you and your customers. Learn when to do it, and how to do it well…

Read the guide
What Questions Should I Ask?

There’s no such thing as the ‘perfect customer service survey questions’. But we can walk you through how to discover the best ones for your business…

Read the guide
How to Respond to Feedback

Don’t fear replying to customers – learn why replying can be scary, how it can transform a business, and tactics to beat your fear.

Read the guide

More Guides

Why is Customer Feedback Important?

Feedback is important. But collecting it in a way which respects your customers is more important still. Here’s all nine benefits you’ll see when you’re get it right.

Read the guide
The Golden Rule

If we only had 30 seconds to tell you one thing that would transform your customer feedback efforts for good, for ever, this would be it.

Read the guide
What’s the right rating scale to use?

If you know anything about market research, you’ll know carefully picking your scale is important. We’ll show you why the opposite is true when you collect customer feedback.

Read the guide
What Response Rate Should I Expect?

Find out why a low response rate is great; a high response rate can be dreadful, and what response rate you can expect from your own surveys.

Read the guide
Which Metric Should I Track?

Heard that Net Promoter is dead? Us too. Find out why it is. And also why it isn’t.

Read the guide
Should I Offer Incentives?

This is almost always a bad idea. Learn the businesses it does work for, and what you can do instead if you aren’t one of them.

Read the guide
Benchmarking Customer Satisfaction

Of all the bad ideas in customer experience; benchmarking satisfaction is the worst. Learn why, and what you can do instead in this short, actionable guide!

Read the guide
How Should I Share Feedback With My Team?

Collecting feedback can be bad for your business. But sharing feedback can transform it. We’ll show you, with examples, why sharing doesn’t have to be scary.

Read the guide
Dealing With Complaints

Complaints are bad, right? Not quite. If you approach them in the right frame of mind, you’ll wish your customers complained more. Learn how.

Read the guide

See how CustomerSure could work for you

To find out more about how CustomerSure could help you, get in touch today.

Ask a question Book a demo

Subscribe to our newsletter

Expert articles and tips in our helpful, monthly newsletter