Tools Archives

Research: 6 Key Drivers of Successful Customer Feedback Programs

For more than 15 years I’ve been working with clients to create and run successful customer feedback and Net Promoter® programs. Over that time we have seen many implementations: some good and and some not so good.

While we’ve seen lots of great ideas and know quite a few pitfalls that will likely spell failure, we wanted to really expand the statistical validity of our anecdotal evidence.

So we performed some primary research. The goal of this research was to identify which attributes of the customer feedback and action process contribute to overall success and failure.

After analysing the responses from 80 participants we identified 6 Drivers and 7 Key Takeaways for organisations wanting a successful customer feedback process. [Read more…]

Webinar: How to Monetize a Net Promoter Program

By Elfie Tan Leave a Comment

Monetize NPS webinar — A webinar on Monetizing NPS by Customer Gauge

Customer feedback is often seen, at worst, as a compliance task and, at best, as a long-term way to increase sales and customer retention. But it doesn’t have to be that way.

Yes, the customer feedback process does drive long-term customer loyalty and lifts revenue but you can also use the data in a much more immediate way.

Approached in the right way you can drive short-term sales and CustomerGauge explores how to do that with its software in this practical webinar.

[Read more…]

Can Your Words Influence Their Response? [Video]

By Adam Ramshaw Leave a Comment

A simple change in words can influence the response. Choose your words wisely as it may skew your results!

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The 3 Important Differences: Qualitative vs. Quantitative Analysis

By Adam Ramshaw Leave a Comment

It’s Tuesday afternoon and you’ve just been handed a stack of customer feedback forms with a wealth of information and data to go through and analyse before Friday. You look at the forms; there are numbers, scales, and paragraphs upon paragraphs of commentary.

You pause for a moment and breathe. Where do you begin? What can you even do with all that information?

You want to get the best analysis possible – so the question is – Qualitative Analysis and Quantitative Analysis – which one is better? Which will provide the best results?

[Read more…]