Results for : customer satisfaction

Customer Experience Is Dead! Long Live Customer Experience!

Do you ever get the feeling that some people just can’t stop talking about customer experience and some people just can’t catch on? I’m glad my life doesn’t include anything as dramatic as the overthrow of monarchs, but I’ve faced some dramatic differences in customer service recently. Don’t people know…

3 Customer Experience Metrics and KPIs That Count

We’ve previously discussed the value of customer feedback and talked about why customer onboarding matters; in this post, we’ll dive into the specific KPIs and metrics you should be tracking to improve your customer service and experience. Apart from exploring the most commonly used customer experience KPIs, including the Net…

Big Banks = Big Satisfaction?

While some may have a negative association with 'Big' anything [Big Brother, Big Data, Big Whatever], recent studies have shown that Big Banks are overtaking credit unions in customer satisfaction. Many credit union members may feel their experience is local and personalized, but is bigger better - and do enough…

How are you measuring customer satisfaction?

Many companies focus on measuring customer satisfaction – how satisfied were you with this product or that support call, with your meal or in-store visit? The customer experience is made up of moments, and Customer Satisfaction Score (CSAT) can measures each one so that you can improve specific interactions and…

A Competitive Edge for Community Banks

In the mid-1990s, predicting that technology would transform banks protected by regulation and incumbency, Bill Gates declared, “Banks are dinosaurs, they can be bypassed.” Banks have avoided extinction, but in order to stay relevant, they need to innovate, harness digital disruption, and completely re-imagine their role in the customer experience. This…

How Data Pre-Population Can Improve Your Surveys

Most of the time, conducting a survey is a fairly standard process: You assemble a set of questions to ask respondents, cajole them into taking the time to answer, and then dive into the results to discover tiny flashbulbs of enlightenment that help you make better decisions. That’s great –…

SoGoSurvey: Dissertation Research Helps Zoo Primates

It’s fascinating for us to learn about all the brilliant ways SoGoSurvey is used for academic and science research. Especially when that research behooves our animal friends because, okay, we admit it, we’re all softies for animals here. It was… hey, check this out! when we received this email from…

SoGoSurvey: Customer Feedback with Two Very’s—Too Cool!

When we help our small business owners with customer feedback, support mode is on full throttle. We know what small-biz owners are up against because we’re dependent on customer feedback, too. It’s how we improve our product. That’s why we were so pleased to receive this recommendation from a new,…

Becoming Bernadette — Using Rules & Alerts in a Post-Information World

New York Times columnist Thomas Friedman loves Bernadette, a waitress at one of his favorite diners who’s famous for providing personalized A+ service. She learned a long time ago that making every customer feel important is the key to gaining loyalty and trust. SoGoSurvey’s Rules & Alerts helps you become…

How well do you really know your customers?

Do you know their likes, dislikes, needs, fears, wants and challenges? Truly understanding your customers — by asking what they want — is the key to business success. The advent of digital marketing and real-time social media has made it easier than ever to engage with customers one-on-one in order…