There are many places you can go wrong in constructing and delivering a customer satisfaction survey that can keep you from getting an accurate picture of your customer experience. And most companies do go wrong in their survey design and delivery–often in multiple ways. (Alarming but true: If you send out a defective survey, it might be worse than not surveying your customers in the first place, because of the risk that the data you get back will be invalid but nonetheless used to guide company strategy.)
https://www.forbes.com/sites/micahsolomon/2018/05/25/customer-experience-surveys-13-tested-scientific-best-practices-i-bet-youre-doing-5-or-more-wrong/
Customer feedback helps us business owners and marketers understand why our customers are doing what they’re doing and whether you’re able to keep them happy. By communicating directly with them, you can figure out why people are using one feature of your product 3x more than another feature (for example). Encouraging your customers to “give you a piece of their mind”—whether it’s critical or positive—also gives you opportunities to improve your business. If you have a few minutes, I’d like to share with you a few ways for helping your customers feel more comfortable to share their opinions and feedback with you.
http://customerthink.com/3-ways-to-improve-customer-feedback/
Retailers always need to properly analyze customer feedback if they want to evolve their business to meet shopper needs. But when collecting that feedback, they better make it quick for the shopper. As many as 44% percent of shoppers have abandoned a customer feedback survey without completing it, with 57% of those citing length as the primary reason for doing so, according to a survey from Medallia.
Beyond the length of the survey, these characteristics have caused consumers to abandon customer feedback surveys:
https://www.retailtouchpoints.com/topics/shopper-experience/57-of-shoppers-abandon-customer-feedback-surveys-because-they-re-too-long/
From helping you to avoid a crisis and retain customers to predicting your clients’ future needs, listening to your audience is a critical part of growing a successful business brand. Thankfully, you don’t have to spend a gazillion dollars on survey tools and consultants to figure out what your customers think about your products or services.
http://www.blackenterprise.com/get-customer-feedback/
Increased income aside, there are other reasons why getting feedback from customers makes sense:
Insightful feedback can help guide product and service development so you focus your resources on what your customers consider important.
Getting customer feedback also helps you identify and eliminate problems. People who complain about your products and services aren’t an annoyance; they’re actually helping you do a better job.
Ready to get started?
In this guide, we’ll cover the best ways to collect customer feedback on your website.
https://optinmonster.com/best-ways-to-collect-customer-feedback/
Let's face it—no one enjoys filling out surveys. How many times have you received an email survey with the subject line "We value your opinion" or a similar trite expression? And how many times have you actually filled those out? Not many, we're betting—and that's because most people regard surveys as boring and tedious, offering no value to them.
For B2B marketers, that can pose a real problem for collecting customer preferences and opinions. How can we improve our product or service if we don't know what the customer is thinking?
For the most part, empathy and relevance are key to breathing new life into your customer research tools. It's possible for empathetic marketing, one of the top buzzwords of 2017, to make its way into something as yawn-inducing as a customer survey.
Here are five tips for getting better survey response rates and higher-quality responses.
https://www.marketingprofs.com/articles/2018/34886/are-surveys-dead-five-ways-to-breathe-new-life-into-your-customer-research/
Every business will tell you that the customer is #1, but only a small percentage acts that way. Jeff Toister, author of “Service Failure: The Real Reasons Employees Struggle with Customer Service and What You can Do About It”, shares three strategic tweaks that will improve your service. Today we look at Toister’s tweaks.
https://searchlight.vc/searchlight/prime-the-pump/2019/02/01/are-your-customers-really-1-for-your-company/
That’s not because we lie, although we do surprisingly often. According to a study, 60% of people tend to fib at least once within ten minutes of meeting someone new. 1 » But the truth gap between our words and feelings isn’t always deliberate. We’re just naturally bad at articulating what makes us happy.
An increasing number of marketers are abandoning questionnaires and replacing them with more scientific techniques to probe what’s really on their customers’ minds. And when it comes to measuring a better customer experience, CX professionals should do the same.
http://customerthink.com/closing-the-thinking-vs-feeling-gap-with-electrodes-not-surveys/
How many times, during a customer experience, have you been asked to “just take a quick survey”? Whether you receive a pop-up immediately after buying something online or get a phone call a few days after an interaction with a service representative, you'll likely agree that you rarely enjoy the experience.
In fact, you probably ignore most survey requests unless you have something very positive or very negative to say.
https://www.entrepreneur.com/article/316351/
Do you have a lot of customer feedback collected but don’t know exactly what to do with it?
Maybe you’re debating whether to hire a data scientist in-house to analyze it all manually, or go the agency route? Perhaps you’ve heard about text analytics and wonder what it’s all about, and what you need in-house to get started.
Here, we go through the pros and cons of each of these solutions.
http://customerthink.com/customer-feedback-analysis-101-whats-the-best-way-to-analyze-vast-amounts-of-feedback/
Bookmarks on this page are managed by an admin user. 
