customer satisfaction Archives

Results for : customer satisfaction

Ready to launch your first -- or next -- customer satisfaction survey? You're closer than you think! Within the next eight minutes, you'll have all you need: A smart rationale, a great template, solid best practices, good-looking analytics, and even advanced options. Ready?     Satisfied? Learn more about SoGoCX…

The best indicator for your customer experience is when a customer returns for more business. And customer experience was easiest to measure when customers conducted business face-to-face in brick-and-mortar locations. With the increase of customer interactions occurring online today, how do you measure your customers’ happiness and satisfaction? You must…

If you’ve been tracking your Customer Effort Score (CES), you’ve hopefully gained insights into ways to improve your customer relations. But if you’re also measuring Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT), you’re probably wondering how important it is to track customer effort. These KPIs have a…

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…

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…

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…

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…

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…

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 –…

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…

How to Create a Customer Satisfaction Survey

VoC vs. CSAT: What’s the difference, and which one should I be worried about?

Will Customer Effort Soon Be a Thing of the Past?

Customer Experience Is Dead! Long Live Customer Experience!

3 Customer Experience Metrics and KPIs That Count

Big Banks = Big Satisfaction?

How are you measuring customer satisfaction?

A Competitive Edge for Community Banks

How Data Pre-Population Can Improve Your Surveys

SoGoSurvey: Dissertation Research Helps Zoo Primates