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.
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…
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…
Don’t fear replying to customers – learn why replying can be scary, how it can transform a business, and tactics to beat your fear.
We help firms learn, or re-learn NPS in a way which measurably adds to their bottom line. These guides explain our technique.
What’s Net Promoter? It’s not a question, and it’s not just a score. But get it right and it can transform how your team relate to your customers.
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.
Your survey is fundamental to getting NPS right - learn with examples and templates the best practices for an NPS survey.
Regular expert commentary and insight on customer feedback and customer experience.
Covid-19 has disrupted everything and people are cautious. Discover the best way to give your customers confidence to start spending again.
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.
If you want a two-way relationship with your customers, you need to master tone of voice. Here’s five tips to help you get it right.
It’s not hard to comply with the GDPR when you know what you’re doing. We’ll show you how…
Customer Feedback is traditionally seen as a cost—a necessary evil for your analysis team.
This paper explains why this traditional approach is wrong, and how, when done well, customer feedback can generate profits.
A lot of effort is wasted on CX initiatives which, frankly, make little difference.
This whitepaper describes how to deliver big wins for your organisation by delivering big wins for your customers
Many customer feedback programmes set out to simply measure satisfaction, treating improving it as an afterthought.
Learn how to transform a survey programme into an improvement programme with measurable benefits.