# CustomerSure

> CustomerSure helps teams collect customer feedback, act on it, and improve customer experience. This file lists LLM-friendly markdown versions of our main longform content.

Use the markdown URLs below when you need clean, text-first versions of our public content.
Each linked document includes its canonical page URL and basic metadata.
Prioritise guides and help pages for product and how-to questions. Use case studies and blog posts for examples, outcomes, and commentary.

## Case Studies

- [Beyond Housing | Success Stories](https://www.customersure.com/llms/case-studies/beyond-housing.md): How Beyond Housing uses CustomerSure to put customer voice at the heart of service improvement
- [Connect Housing Association CXM Success story](https://www.customersure.com/llms/case-studies/connect-housing.md): Connect Housing, a leading social housing provider in West Yorkshire, improved tenant satisfaction and community welfare using CustomerSure's real-time feedback platform.
- [How iamproperty Elevated Customer Experience at Scale](https://www.customersure.com/llms/case-studies/iamproperty.md): Discover how iamproperty embedded real-time feedback to improve service quality, increase CSAT by 7%, and lift NPS by 9 points.
- [Barchester Healthcare VoC Success Story](https://www.customersure.com/llms/case-studies/barchester.md): Barchester Healthcare maintains top quality care in 250 care homes and mental health hospitals with innovative use of customer feedback.
- [Taking the Philips Customer Feedback Programme International](https://www.customersure.com/llms/case-studies/philips.md): How Philips used CustomerSure to expand their Voice of the Customer programme worldwide
- [Covéa Insurance | Success Stories](https://www.customersure.com/llms/case-studies/covea.md): Learn how Covéa Insurance uses CustomerSure to improve by getting fast feedback from customers and brokers
- [GBGroup | Success Stories](https://www.customersure.com/llms/case-studies/gbg.md): GBG use CustomerSure to Power Their Global Voice of the Customer Programme
- [How Polypipe learnt to benefit from customer feedback.](https://www.customersure.com/llms/case-studies/polypipe.md): Polypipe’s Head of Technical and Customer Services describes the impact of customer feedback on the business.
- [How Marmalade Insurance improves customer experience [Success Story]](https://www.customersure.com/llms/case-studies/marmalade-insurance.md): Marmalade uses CustomerSure to deliver outstanding service, motivate staff and retain valuable customers.
- [How the Digital Marketing Institute improves their NPS](https://www.customersure.com/llms/case-studies/digital-marketing-institute.md): Digital Marketing Institute improves NPS, CSAT and Customer Effort Score
- [KK Wind Solutions Uses CustomerSure to Retain Prestigious Customers by Exceeding Their Expectations](https://www.customersure.com/llms/case-studies/kk-wind.md): See how KK Wind Solutions uses CustomerSure’s feedback tools to deliver standout service, retain key clients, and strengthen long-term partnerships.
- [How Optimus improves decision-making with real-time VoC data](https://www.customersure.com/llms/case-studies/optimus.md): Learn how Optimus implemented their Voice of the Customer system in partnership with CustomerSure, resulting in more data, better data, and better decisions.
- [Swiftpage | Success Stories](https://www.customersure.com/llms/case-studies/swiftpage.md): Swiftpage uses customer feedback to drive up renewals revenue.
- [Death Wish Coffee | Success Stories](https://www.customersure.com/llms/case-studies/deathwishcoffee.md): Learn how Death Wish Coffee manage to keep their NPS above an astonishing 90%.
- [How Spark Energy improve their CX [Success Story]](https://www.customersure.com/llms/case-studies/spark.md): Spark use CustomerSure to Reduce Complaint Volume, Improve First Contact Resolution, and Measurably Improve Satisfaction
- [Tastecard | Success Stories](https://www.customersure.com/llms/case-studies/tastecard.md): The UK’s largest diners’ club, providing millions of members with 2 for 1 meals or 50% off food at over 6500 restaurants, use CustomerSure to guarantee satisfaction.
- [Chartboost | Success Stories](https://www.customersure.com/llms/case-studies/chartboost.md): Chartboost integrates CustomerSure with Zendesk and exceeds expectations of quality and usefulness of customer feedback
- [UBT | Success Stories](https://www.customersure.com/llms/case-studies/ubt.md): Coaching, consultants and advice - Serious about customer service

## Guides

- [10 Reasons Why Customer Feedback Is Important](https://www.customersure.com/llms/guides/why-customer-feedback-is-important.md): Learn why customer feedback is important, which business benefits it drives, and how to turn feedback into practical action.
- [Business Case for Customer Experience (CX) Improvement](https://www.customersure.com/llms/guides/customer-experience-business-case.md): Learn how to build a CX business case with stats, ROI steps, and a proven plan for a best-in-class Voice of the Customer programme.
- [Closed Loop Feedback: Definition, Examples and Best Practices](https://www.customersure.com/llms/guides/closed-loop-feedback.md): Learn what closed loop feedback means, see practical examples, and follow best practices to respond, fix issues, and prove customer feedback is leading to action.
- [CSAT vs NPS — key differences, when to use each, and how to measure them](https://www.customersure.com/llms/guides/csat-vs-nps.md): Discover the key differences in CSAT vs NPS, when to use each, and how to measure customer satisfaction effectively.
- [Customer Journey Mapping in 2026: How to Create Maps That Drive Action](https://www.customersure.com/llms/guides/customer-journey-mapping.md): Learn how to create a customer journey map that drives action. This guide covers workshops, templates, ownership, and how to turn journey maps into measurable CX improvements.
- [Customer Service Benchmarking: What to Measure Instead of Satisfaction Scores](https://www.customersure.com/llms/guides/benchmarking-customer-satisfaction.md): Learn when customer service benchmarking is useful, why customer satisfaction benchmarks often mislead, and what to measure instead.
- [Dealing With Complaints](https://www.customersure.com/llms/guides/dealing-with-complaints.md): 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.
- [From complaints to compliments: Learn how to transform your tenant satisfaction.](https://www.customersure.com/llms/guides/transform-tenant-satisfaction.md): In this comprehensive guide, we share seven proven strategies for turning complaints into opportunities for improving tenant satisfaction and service delivery.
- [From Feedback to Action: The B2B Playbook for Reducing Customer Churn](https://www.customersure.com/llms/guides/prevent-b2b-churn.md): This guide teaches B2B organisations to reduce churn, boost satisfaction, and achieve long-term success
- [Guide: What is Voice of the Customer (VoC)?](https://www.customersure.com/llms/guides/what-is-voice-of-the-customer.md): A complete guide to Voice of the Customer (VoC): what it is, how a VoC programme works, which methods to use, and how to turn feedback into action.
- [How are strong CX teams in financial services supporting consumer duty compliance through VoC?](https://www.customersure.com/llms/guides/voc-for-financial-services.md): 5 usable tips to make sure your VoC programme supports your Consumer Duty efforts.
- [How to Calculate NPS (Net Promoter Score) | CustomerSure](https://www.customersure.com/llms/guides/how-to-calculate-nps.md): Here’s a handy NPS calculator, an explanation of the NPS formula, and a step-by-step guide to how and why the calculation works.
- [How to Calculate NPS on a 1-to-5 Scale](https://www.customersure.com/llms/guides/calculate-nps-on-a-1-to-5-scale.md): Can you calculate NPS on a 1-to-5 scale? Yes. Here is the formula, a practical score mapping, a worked example, and advice on when to switch.
- [How to Choose Customer Experience Software](https://www.customersure.com/llms/guides/how-to-choose-customer-feedback-software.md): Choosing customer experience software? Learn which CX platform features, supplier questions, and rollout steps matter most so your VoC project delivers measurable results.
- [How to Design an NPS Survey: Questions, Examples and Timing](https://www.customersure.com/llms/guides/nps-surveys.md): Learn when to use NPS, see a practical survey template and question examples, and choose the right timing and follow-up.
- [How to Identify Vulnerable Customers](https://www.customersure.com/llms/guides/how-to-identify-vulnerable-customers.md): Learn how to identify vulnerable customers, spot vulnerable characteristics in feedback, and build a fair VoC process that supports Consumer Duty.
- [How to Improve NPS (Net Promoter Score)](https://www.customersure.com/llms/guides/improving-nps.md): Need to improve your NPS? Here’s eight tips from real CX teams to help you increase retention and revenue.
- [How to improve satisfaction survey response rates.](https://www.customersure.com/llms/guides/how-to-improve-satisfaction-survey-response-rates.md): Many tactics for increasing customer satisfaction survey response rates are irritating and best avoided. Learn customer-friendly ways to get more feedback.
- [How to know when real-time feedback is right for you](https://www.customersure.com/llms/guides/real-time-customer-feedback.md): 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…
- [How to measure customer satisfaction (Without Overcomplicating It)](https://www.customersure.com/llms/guides/how-to-measure-customer-satisfaction.md): A practical guide to measuring customer satisfaction that improves CX, not just scores. Avoid common traps and get real results.
- [How to Respond to Customer Feedback](https://www.customersure.com/llms/guides/respond-to-customer-feedback.md): Don’t fear replying to customers – learn why replying can be scary, how it can transform a business, and tactics to beat your fear.
- [How to Share Customer Feedback with Your Team Effectively](https://www.customersure.com/llms/guides/how-to-share-customer-feedback-with-employees.md): Learn why sharing customer feedback directly with your team boosts morale, skills, and performance — and how to do it effectively.
- [How world-class teams are (really) using AI in Customer Experience](https://www.customersure.com/llms/guides/ai-in-cx-customer-experience.md): The complete guide to using AI in CX. What is a LLM? How do you get the best out of them in a CX role? Where are other great CX teams seeing real-world results?
- [Measuring and Increasing the ROI of Customer Experience](https://www.customersure.com/llms/guides/roi-of-cx-whitepaper.md): Learn how to calculate, increase, and present the ROI of customer experience—with actionable strategies and real-world examples.
- [NPS Benchmarks: Why Net Promoter Benchmarking Is Misleading](https://www.customersure.com/llms/guides/nps-benchmarks.md): Looking for NPS Benchmarks? Don’t bother. Learn why not, and what you should be doing instead.
- [NPS vs CSAT vs CES: Which Satisfaction Metric Should You Use?](https://www.customersure.com/llms/guides/customer-satisfaction-metrics.md): Compare NPS, CSAT and CES, learn when to use each one, and see which customer satisfaction metrics actually help you improve CX.
- [Should I offer an incentive for people to complete my survey?](https://www.customersure.com/llms/guides/survey-incentives.md): 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.
- [Survey Rating Scales: Which Customer Service Scale Should You Use? | CustomerSure](https://www.customersure.com/llms/guides/survey-ratings-scales.md): Compare 5-point, 7-point and 10-point survey rating scales, when to use worded or numbered responses, and which scales work best for customer feedback.
- [Voice of the Customer Best Practice: 3 Golden Rules](https://www.customersure.com/llms/guides/voice-of-the-customer-best-practices.md): Wondering about NPS, CSAT or Customer Effort Score? The key is not what you use, but how you use it. Three Golden Rules...
- [What is a good survey response rate for CSAT surveys?](https://www.customersure.com/llms/guides/survey-response-rates.md): Learn what counts as a good survey response rate, what affects it, and how to improve CSAT response rates without annoying customers.
- [What Is An Ideal Net Promoter Score? | CustomerSure](https://www.customersure.com/llms/guides/ideal-net-promoter-score.md): Discover what and ideal NPS (Net Promoter Score) is, and what you need to do to get yours. Learn more with CustomerSure.
- [What is Customer Effort Score (CES), and how do you use it?](https://www.customersure.com/llms/guides/customer-effort-score.md): Discover why measuring customer effort score matters, what it reveals about ease of experience, and how it benefits both customers and your business.
- [What Is Employee Net Promoter Score | CustomerSure](https://www.customersure.com/llms/guides/employee-net-promoter-score.md): Discover what Employee Net Promoter Score (eNPS) is and how it can help measure and improve employee satisfaction and loyalty. Learn more with CustomerSure.
- [What Is NPS? Net Promoter Score Definition, Formula & System](https://www.customersure.com/llms/guides/what-is-nps.md): What is NPS and what does it stand for? Learn the Net Promoter Score formula, what counts as a good score, and how the Net Promoter System works.
- [Which Voice of the Customer Questions?](https://www.customersure.com/llms/guides/what-questions-voc-survey.md): Expert advice on asking the right Voice of Customer survey questions. How to choose them, how to use them, and ready-made templates to use in any industry.
- [Why you shouldn’t set a target for a CSAT score.](https://www.customersure.com/llms/guides/csat-target.md): Don't set a target for customer satisfaction score. Here's what you should do instead.
- [Why You Shouldn’t Set an NPS Target](https://www.customersure.com/llms/guides/nps-targets.md): Setting targets for NPS can damage customer experience, encourage metric gaming, and hide operational problems. Here’s what to measure instead.

## Blog

- [You're not getting feedback wrong — you're not acting on it](https://www.customersure.com/llms/blog/closing-feedback-loop-social-housing.md): Most housing associations collect tenant feedback diligently and act on almost none of it. The problem isn't the data — and fixing it doesn't take more headcount.
- [“It's our house, but it's the customer's home”: tenant feedback in housing procurement](https://www.customersure.com/llms/blog/housing-procurement-customer-feedback.md): How Beyond Housing and Connect Housing bring tenant feedback into contractor management — tender scoring, contractor-level visibility — and where to start in your own programme.
- [Your customers are writing complaints with ChatGPT. Now what?](https://www.customersure.com/llms/blog/chatgpt-complaints-cx-team.md): Three regulated UK organisations independently flagged the same shift in May: AI-written complaints, drafted with ChatGPT. Is this bad news, or is something else going on?
- [How housing CX teams use feedback to park live projects](https://www.customersure.com/llms/blog/parking-projects-housing-cx-discipline.md): Beyond Housing's CX team can tell a service area to park a priority they set six months ago if customer evidence says a more pressing one has arrived. Here's the discipline that lets them do it.
- [Service Recovery Should Look Normal to The Frontline. Here's Why.](https://www.customersure.com/llms/blog/service-recovery-invisible.md): Flagging a job as “service recovery” is meant to protect the customer. In practice, it can create friction, resentment, and worse outcomes. The better model is recovery work that looks normal to operations, while CX owns the customer relationship.
- [Consumer Duty Outcomes: Inside One Insurer's Evidence Pack](https://www.customersure.com/llms/blog/consumer-duty-outcomes-evidence-pack.md): Most pages on consumer duty outcomes tell you what the four are. This one shows how a real FCA-regulated insurer evidences them — committee, dashboard, comments.
- [What does a complaint actually cost? Two housing CX leaders, one answer](https://www.customersure.com/llms/blog/cost-of-a-complaint-cx-leaders.md): Asked what a complaint costs, two housing CX leaders gave the same answer: “we'd love to give you that number; we can't yet.” Here's why — and what to take to your board instead.
- [What does AI actually remove from a CX team’s workload?](https://www.customersure.com/llms/blog/ai-in-customer-experience-what-it-actually-does.md): CX vendors are full of AI claims. What does it actually remove from your to-do list? Here's the question every pitch should answer, but rarely does.
- [Tenant Satisfaction Measures Are a Proxy, Not a Target](https://www.customersure.com/llms/blog/tenant-satisfaction-measures-proxy-not-target.md): Tenant satisfaction measures are gameable through methodology and sampling. The dramatic year-on-year leap is the tell. Here's what housing leaders should measure instead.
- [Stop Paying for Dashboards. Start Getting Change. | CustomerSure](https://www.customersure.com/llms/blog/customer-feedback-platform-roi.md): Your feedback platform has dashboards. Why hasn't anything changed? Here's why data-as-progress is over and what the new bar actually looks like.
- [Your VoC Team Has Become the Silo. Here's How to Fix That.](https://www.customersure.com/llms/blog/voc-team-has-become-the-silo.md): Mature VoC programmes have a distribution problem, not a data problem. Here's why your VoC team has become the silo it was set up to break…
- [Trustpilot is your shop window, not your VoC programme](https://www.customersure.com/llms/blog/trustpilot-shop-window-not-voc-programme.md): Trustpilot is fine. It is a shop window. It is not — and was never — a voice-of-the-customer programme. Here's where the gap is hiding your churn.
- [Survey Fatigue: The Most Common Satisfaction Survey Mistake](https://www.customersure.com/llms/blog/survey-fatigue-satisfaction-survey-mistake.md): Survey fatigue isn't about customers being tired of feedback — it's about customers being tired of bad surveys. Here's why short ones win, and what to ask.
- [Customer Feedback for Small Housing CX Teams](https://www.customersure.com/llms/blog/customer-feedback-social-housing-small-team.md): Running tenant feedback with a team of three? Most housing CX teams are. Here's the model that makes it work without spreadsheets or manual triage.
- [Vulnerable Tenant Identification for Social Housing | CustomerSure](https://www.customersure.com/llms/blog/vulnerable-tenant-identification-social-housing.md): Most housing associations don't know their platform can automatically identify vulnerable tenants. With RSH enforcement live, here's what good looks like.
- [What Housing Associations Need from Customer Feedback Software](https://www.customersure.com/llms/blog/housing-associations-need-from-customer-feedback-software.md): From insight bottlenecks to missed early warnings, explore how housing providers can use VoC and customer experience technology to drive real change.
- [From Compliance to Collaboration. The Future of Social Housing After DHS2](https://www.customersure.com/llms/blog/future-of-social-housing-compliance-collaboration.md): Explore how new regulations like DHS2 and Awaab’s Law are reshaping UK social housing. Discover why data, collaboration, and culture will define the sector’s future.
- [Social Housing Data. Fixing the Culture Behind Dirty Data](https://www.customersure.com/llms/blog/social-housing-data-is-not-a-problem-but-the-culture-could-be.md): Social housing data issues aren’t just about systems. Learn how culture, ownership and operational dependency improve data quality and resident services.
- [The importance of Customer Experience (CX) in Housing Policy](https://www.customersure.com/llms/blog/customer-experience-upstream-policy-change-social-housing.md): See why customer experience (CX) should shape housing policy early to reduce complaints, improve clarity and support better resident outcomes.
- [Why Voice of the Customer programmes fail even with an “enterprise-grade” platform](https://www.customersure.com/llms/blog/why-voice-of-the-customer-programmes-fail.md): Even with a Voice of the Customer platform, programmes stall when feedback misses the right people. Fix routing, ownership and close the loop.
- [Service Recovery in Social Housing is Broken](https://www.customersure.com/llms/blog/service-recovery-social-housing-design-problem.md): Service recovery in social housing isn’t failing from lack of care. It’s failing by design. Here’s what housing leaders must fix.
- [TSM Score. Is Tenant Satisfaction Being Misled?](https://www.customersure.com/llms/blog/tsm-scores-social-housing-strategy.md): Are TSM Scores driving real change? Discover why Tenant Satisfaction Measures may be distorting experience strategy in social housing
- [Awaab’s Law: How VoC Helps Spot Risks Early and Support Compliance](https://www.customersure.com/llms/blog/awaabs-law-for-social-housing-providers.md): Awaab’s Law introduces strict hazard repair timeframes in social housing. See how VoC can flag worrying feedback, tag it and escalate it fast.
- [Survey Fatigue: How to Keep Customers Engaged](https://www.customersure.com/llms/blog/survey-fatigue.md): Survey fatigue isn’t real—bad surveys are. Discover 8 ways to collect feedback that customers love and boost your response rates.
- [CX in 2025: Six trends you can’t ignore](https://www.customersure.com/llms/blog/cx-trends-for-2025.md): Our CEO, Guy Letts reflects on how the CX landscape is changing, and what emerging trends will shape CX practice in 2025.
- [Customer Retention: The Key to Sustainable Growth](https://www.customersure.com/llms/blog/customer-retention-growth.md): If a business is chasing sustainable growth, it needs to prioritise both new wins and retention.
- [CXM Halloween Horrors: Mistakes CX Managers Should Avoid](https://www.customersure.com/llms/blog/cxm-halloween-horrors.md): Our roundup of the top frightful CXM blunders to steer clear of this Halloween!
- [Questions from the Customer Experience in Financial Services Conference](https://www.customersure.com/llms/blog/questions-from-the-cx-in-financial-services-conference.md): Questions from the Customer Experience in Financial Services conference… How does VoC tie into consumer duty? How do we prove impact? Which metrics work best?
- [Five CX Trends From the 2024 ICS Conference](https://www.customersure.com/llms/blog/five-cx-trends-from-the-2024-ics-conference.md): We spoke to attendees at the Institute of Customer Service Conference: What trends will influence CX in 2024?
- [What Is Customer Experience (CX) and How Do You Manage It?](https://www.customersure.com/llms/blog/what-is-customer-experience.md): Learn what customer experience (CX) really means, how customer experience management works, and how to improve CX across the full customer journey.
- [Mistakes Businesses Make When Evaluating & Improving CX](https://www.customersure.com/llms/blog/mistakes-evaluating-customer-experience.md): How many of these common mistakes are you making when evaluating your CX?
- [Helping Philips to take their Customer Feedback Program Transatlantic](https://www.customersure.com/llms/blog/customersure-working-with-philips-on-global-voc-program.md): Learn how CustomerSure worked with Philips Oral Healthcare to gain insights to deliver global improvements.
- [6 Reasons Why Customers Abandon Surveys… And what you can do about it](https://www.customersure.com/llms/blog/reasons-why-customers-abandon-surveys.md): Let’s dig in to what we know about the reasons customers abandon surveys, and how you can prevent it happening.
- [Covéa Insurance selects CustomerSure as its VoC provider](https://www.customersure.com/llms/blog/covea-voice-of-the-customer.md): We’re excited to announce that we’re now the chosen customer feedback software provider for one of the largest insurance groups in Europe, Covéa Insurance.
- [Frequently asked questions from the ICS Conference](https://www.customersure.com/llms/blog/questions-from-the-ics-conference.md): What response rate should I expect? Should I offer incentives? We answer these questions and more that came up as we chatted to delegates at the ICS Conference.
- [Driving Business Growth With a Focused Effort on Customer Feedback](https://www.customersure.com/llms/blog/polypipe-customer-feedback.md): Learn how Polypipe Building Products increased quote volume by 51% by investing in a customer feedback process that drives up customer satisfaction.
- [How Marmalade Insurance has improved CSAT and their NPS.](https://www.customersure.com/llms/blog/how-marmalade-insurance-has-utilised-customer-feedback-software-to-help-improve-csat-and-increase-their-net-promoter-score.md): Utilising a fresh approach to customer feedback, Marmalade Insurance are seeing big tangible results.
- [Why reviews aren’t the answer to improving CX](https://www.customersure.com/llms/blog/why-reviews-arent-the-answer-to-improving-customer-experience.md): Customer reviews are everywhere these days. But they rarely actually improve customer experience. This post explains why it’s wrong to solely use them.
- [Avoiding customer feedback survey fatigue.](https://www.customersure.com/llms/blog/how-often-is-too-often-avoiding-customer-feedback-survey-fatigue.md): Getting the survey volume right can be tricky. You want transactional feedback, but you don't want to annoy customers in the process. Here we offer some top tips to get it right.
- [How responding to customer feedback pays dividends.](https://www.customersure.com/llms/blog/responding-to-customer-feedback-pays-dividends.md): Getting colleagues to respond to customer feedback has many benefits for the business and the customer. This post explains how to do it.
- [Remember, learn from your happy customers too](https://www.customersure.com/llms/blog/remember-learn-from-your-happy-customers-too.md): Don't just focus on the negative customer feedback you receive. The positive feedback is extremely powerful and tells you more than you think. Here we explain how to use it.
- [Why you must resist lengthening your feedback surveys.](https://www.customersure.com/llms/blog/can-we-just-ask-this-too-why-you-must-resist-the-urge-to-lengthen-your-surveys.md): Having long and tedious surveys is bad. Learn why it’s such an issue and what the consequences are.
- [Don’t game your surveys. The problem with leading your customers.](https://www.customersure.com/llms/blog/dont-game-your-surveys.md): Gaming customer satisfaction surveys for higher scores is harmful and common. Learn why it’s bad practice and the consequences it brings.
- [Transactional feedback. Like good comedians, it’s all in the timing.](https://www.customersure.com/llms/blog/transactional-feedback-its-all-in-the-timing.md): Getting your survey timing right is really important, yet many companies get it wrong. This post looks at both good and bad practice.
- [Customer feedback is gold dust, don’t lock it away!](https://www.customersure.com/llms/blog/your-customer-feedback-is-gold-dust-please-dont-lock-it-away.md): Sharing customer feedback with colleagues is really important, yet it seems to rarely happen. This post explains why it's a missed opportunity.
- [Why do companies not reply to customer feedback?](https://www.customersure.com/llms/blog/why-do-some-companies-find-responding-to-customer-feedback-so-difficult-to-do.md): Responding to feedback is really important, yet it seems to rarely happen. This post explains why it's a missed opportunity.
- [Three reasons why real-time customer feedback is now essential.](https://www.customersure.com/llms/blog/three-reasons-why-real-time-customer-feedback-is-now-essential.md): Covid-19 has disrupted everything and people are cautious. Discover the best way to give your customers confidence to start spending again.
- [How to reduce customer complaints sensibly and sustainably](https://www.customersure.com/llms/blog/reduce-complaint-volume.md): Complaints aren’t random. They signal fixable issues. Learn how to break the cycle, cut complaint volume, and regain control.
- [The top customer service skills your employees should have](https://www.customersure.com/llms/blog/top-customer-service-skills.md): Discover our crucial customer service skills every employee must have to ensure your business excels and customer satisfaction is at an all-time high
- [Fire Fighting and Fire Prevention for Customer Contact Teams](https://www.customersure.com/llms/blog/customer-service-fire-service.md): To keep customer satisfaction high, you need to use feedback in two very different ways. Learn what they are, and how to do both.
- [Customer Satisfaction Surveys: Choosing the Right Type](https://www.customersure.com/llms/blog/market-research-vs-satisfaction-surveys.md): There’s more than one kind of satisfaction survey. Sending the wrong type at the wrong time can lead to… dissatisfaction. We’ll help you get it right.
- [Customer service tone of voice: 5 tips and examples](https://www.customersure.com/llms/blog/customer-service-tone-of-voice.md): Practical customer service tone of voice examples for phone, email, live chat and social media, plus five core tips for getting it right.
- [How to Create a GDPR Compliant Survey for Customer Feedback](https://www.customersure.com/llms/blog/gdpr-compliant-survey.md): Create a GDPR compliant survey with ease! Our guide simplifies customer satisfaction surveys while keeping them compliant and effective
- [How to Win Back Customers: 6 Proven Service Recovery Ideas](https://www.customersure.com/llms/blog/how-to-win-back-customers.md): Learn how to win back customers after a bad experience, with six practical service recovery ideas from businesses that build lasting loyalty.
- [How to Respond to a Negative Review](https://www.customersure.com/llms/blog/how-to-respond-to-a-negative-review.md): Step by step instructions with examples on how to respond to a negative review to turn lost customers into loyal advocates and impress prospective customers.
- [Customer Reviews for My Business – What Should I Know?](https://www.customersure.com/llms/blog/customer-reviews-business-website.md): "Elite marketers know that online reviews aren’t just a gimmick to boost your CTR. Learn how the right reviews process can transform your business, and how to get started."
- [How to Increase Sales 27% in exactly 2 steps](https://www.customersure.com/llms/blog/how-to-increase-sales.md): Even the most sales-focused organisations often have a blind-spot which loses them up to 27% of possible revenue. Learn what it is, and how to eliminate it!
- [7 Examples of Amazing Customer Service](https://www.customersure.com/llms/blog/amazing-customer-service.md): Seven practical customer service examples, plus the habits behind service that customers remember and talk about.
- [How to Transform Customer Complaints Into Compliments Online](https://www.customersure.com/llms/blog/customer-complaints-online.md): Follow these steps to transform customer complaints into compliments online and win new promoters for your business!
- [Social media customer service: 7 rules and a simple workflow](https://www.customersure.com/llms/blog/social-media-customer-service.md): Social media customer service needs more than fast replies. These 7 rules and workflow tips will help you support customers properly in public and private.
- [The Real Potential of Customer Feedback: 3 Lessons Learned](https://www.customersure.com/llms/blog/the-real-potential-of-customer-feedback.md): Find out 3 things I learned about the business value of customer feedback when I ran a real-world feedback experiment.
- [4 Surprises when you Implement a Customer Feedback System](https://www.customersure.com/llms/blog/4-surprises-when-you-implement-a-customer-feedback-system.md): A customer feedback system helps you guarantee customer satisfaction. But what will happen when you start? You will be surprised - but in a good way!
- [Net Promoter: When this is the Wrong Question to Ask?](https://www.customersure.com/llms/blog/when-is-net-promoter-the-wrong-customer-loyalty-question-to-ask.md): Net Promoter may be the ultimate question, but that doesn’t mean it’s appropriate in every situation.
- [Top Tips for Handling Customer Complaints](https://www.customersure.com/llms/blog/top-tips-for-handling-customer-complaints.md): Complaints are great for your business. They’re your chance to win a customer for life. Follow our five step guide to make sure you make the most of them!

## Help Pages

- [Add and edit questions to CustomerSure VoC surveys](https://www.customersure.com/llms/help-pages/add-edit-survey-questions.md): Add and edit survey questions in CustomerSure—use rating, comment, text, or choice types, set up segments, and customise surveys for effective VoC feedback.
- [Create a VoC Survey In CustomerSure](https://www.customersure.com/llms/help-pages/create-survey.md): Learn how to create and manage customer surveys in CustomerSure. Set up VoC surveys, add questions, customise design, and organise surveys for better reporting and analysis.
- [CXM/VoC Reporting Basics: Key Concepts and Terms](https://www.customersure.com/llms/help-pages/reporting-basics.md): Explore CX and VoC reporting in CustomerSure—understand scores, NPS, CSAT, CES, topics, labels, and segments to structure insights effectively.
- [Topics & sub-topics](https://www.customersure.com/llms/help-pages/topics-and-sub-topics.md): Learn how topics and sub-topics work in CustomerSure, how sentiment is assigned from ratings or AI text analysis, and how to use league tables, heatmaps, summaries and driver analysis to prioritise improvements.
- [Strengths and Weaknesses report](https://www.customersure.com/llms/help-pages/strengths-and-weaknesses.md): How the Strengths and Weaknesses report works in CustomerSure — how topics are ranked by unhappy and happy customers, how ratings and comments combine, and how to drill into a topic to see coverage, trends, sentiment sources and AI summaries.
- [Add new team members](https://www.customersure.com/llms/help-pages/staff.md): Learn how to add and manage team members in CustomerSure. Set up administrators, managers, agents, or non-login staff, link feedback to employees, and manage accounts for former staff.
- [AI behaviour & controls](https://www.customersure.com/llms/help-pages/ai-overview.md): A practical guide to how AI is used in CustomerSure, where it applies, its limitations, and how to influence and audit AI-driven analysis.
- [Overview of using CustomerSure to collect customer feedback](https://www.customersure.com/llms/help-pages/collect-feedback-overview.md): Get an overview of CustomerSure feedback collection—send requests by email, schedule automatically or manually, track responses, and manage settings easily.
- [Reply to customers](https://www.customersure.com/llms/help-pages/replies.md): Reply to feedback in CustomerSure by email, phone, or CRM. Strengthen relationships, save at-risk customers, and build loyalty with timely follow-up.
- [Send to your CRM or analytics tools](https://www.customersure.com/llms/help-pages/webhooks.md): Send CustomerSure feedback to your CRM or analytics tools such as Salesforce, Power BI, webhooks, or Zapier—route insights directly to the teams who can act on them.
- [Automatically schedule feedback emails to your customers](https://www.customersure.com/llms/help-pages/collect-feedback-automatically.md): Automatically schedule feedback requests in CustomerSure via API or email. Automate surveys, capture insights, and flag at-risk customers.
- [Customer experience metrics (NPS, CSAT and CES)](https://www.customersure.com/llms/help-pages/metrics.md): Understand how NPS, CSAT and CES work in CustomerSure, how they’re calculated, and how to use them without misinterpreting the data.
- [CustomerSure REST API: Integrate Feedback with Your Systems](https://www.customersure.com/llms/help-pages/api.md): Integrate CustomerSure via REST API—automate feedback requests, connect with CRM or help desk, and use secure tokens with full developer docs.
- [Record notes](https://www.customersure.com/llms/help-pages/notes.md): Add internal notes to customer feedback in CustomerSure. Record phone calls, updates, or handovers to keep your team aligned — notes are shared internally only, never with customers.
- [Reset or change your password](https://www.customersure.com/llms/help-pages/reset-password.md): Reset or change your CustomerSure password quickly. Follow the simple steps to request a reset link, or log out and update your password securely at any time.
- [Correct a mistaken rating](https://www.customersure.com/llms/help-pages/correct-mistaken-rating.md): Correct a customer’s mistakenly submitted rating in CustomerSure. Admin-only, fully audited on the feedback timeline, and reflected immediately in your reports.
- [Designing VoC surveys in CustomerSure](https://www.customersure.com/llms/help-pages/survey-design.md): Learn how to design CustomerSure surveys with branding, colours, logos, and conditional logic. Create simple, effective VoC surveys that improve CX while keeping response rates high.
- [Export your feedback](https://www.customersure.com/llms/help-pages/export-feedback.md): Easily export your feedback from CustomerSure. Download filtered feedback or email history to CSV, giving you full control and ownership of your customer experience data.
- [How to manually send feedback request emails to your customers](https://www.customersure.com/llms/help-pages/collect-feedback-manually.md): Manually send feedback requests in CustomerSure: upload a CSV or paste emails to schedule surveys, personalise messages, and capture customer insights.
- [Increase email deliverability](https://www.customersure.com/llms/help-pages/email-deliverability.md): Improve the deliverability of your feedback request emails in CustomerSure. Learn how to authorise our email servers, set up DNS records, and avoid spam filters for reliable delivery.
- [Categorise feedback with labels](https://www.customersure.com/llms/help-pages/labels.md): Use labels in CustomerSure to categorise feedback, prioritise follow-up, and focus attention on the feedback that matters most.
- [Manage feedback status: Open, Action Required and Closed](https://www.customersure.com/llms/help-pages/feedback-status.md): Manage customer feedback through Open, Action Required and Closed states. Track follow-up, add notes, notify colleagues, and close the loop in CustomerSure.
- [Manage your email templates](https://www.customersure.com/llms/help-pages/email-templates.md): Customise CustomerSure feedback request emails—update subject lines, design, branding, and personalise content to create professional, engaging templates.
- [Set up a thank you page](https://www.customersure.com/llms/help-pages/survey-thank-you.md): Customise the thank you page customers see after completing a survey in CustomerSure. Update the message, auto-reload for kiosk use, or redirect to your own website.
- [Manage brands in CustomerSure](https://www.customersure.com/llms/help-pages/brands.md): Learn what brands do in CustomerSure, how they differ from folders and segments, and when to create a separate brand for reporting, survey links, and templates.
- [Automate feedback status with Triage Rules](https://www.customersure.com/llms/help-pages/automatic-triage-feedback.md): Automatically set feedback to Open, Action Required or Closed based on AI-applied labels and sentiment. Reduce manual triage and focus your team where it matters.
- [How to use segments to slice CustomerSure reports](https://www.customersure.com/llms/help-pages/segments.md): Learn how to use segments in CustomerSure to slice and compare scores, sentiment, and CX metrics. Understand business vs feedback segments and how to choose the right approach.
- [Personalise your survey](https://www.customersure.com/llms/help-pages/survey-personalisation.md): Personalise your CustomerSure surveys with customer names, order details, or agent info. Use variables in titles, intros, and questions to make surveys more engaging and relevant.
- [Send yourself a test survey](https://www.customersure.com/llms/help-pages/send-test-survey.md): Learn how to send yourself a test survey in CustomerSure. Schedule a feedback request email, experience the survey as a customer, and confirm responses appear in your account.
- [Connect CustomerSure to PowerBI](https://www.customersure.com/llms/help-pages/power-bi.md): Connect CustomerSure to PowerBI via REST API with step-by-step setup, correct headers, and secure API keys for reliable data integration.
- [Other ways to collect feedback](https://www.customersure.com/llms/help-pages/collect-feedback-other.md): Collect feedback in CustomerSure beyond email—use tablet surveys, phone responses, or unique links to capture insights across more touchpoints.
- [Over-survey Protection](https://www.customersure.com/llms/help-pages/over-survey-protection.md): Use Over-survey Protection in CustomerSure to limit feedback requests, ensuring valuable insights without overwhelming customers.
- [Privacy, Data Protection and GDPR](https://www.customersure.com/llms/help-pages/privacy.md): See how CustomerSure helps you stay GDPR compliant—manage data retention, erasure, rectification, and unsubscribes to protect privacy and meet regulations.
- [Set up metadata for reporting & analysis](https://www.customersure.com/llms/help-pages/use-segments-for-reporting-analysis.md): Set up and use metadata in CustomerSure to enrich feedback, create segments, and compare satisfaction scores for deeper customer insights.