Tag: Customer Feedback

Once customers have given you feedback, they want to see something happen — and most companies quietly skip that loop. Closing it the right way doesn't just increase loyalty; it lifts the response rate next time too. Here's a short video on how to show customers you've heard and acted, with the B2B and B2C variants laid out.

Transactional NPS asks customers about your processes, not your relationship, and that quickly drags you into the architecture of service delivery itself. Most organisations still optimise the stopwatch and assume faster is better. The Dynamics of Service argues the opposite, in the cases that matter. Here's the encounter-versus-relationship distinction and where it changes the design call.

Customers don't mind giving feedback, they mind being asked badly, or too often. Most customer satisfaction surveys still trip over the same handful of basics, and the survey ends up costing more goodwill than it gathers data. Here are a dozen practical do's and don'ts that, applied together, lift response rates without changing the questions.

Aberdeen's 2012 Customer Feedback Management report draws the obvious conclusions about successful versus laggard companies, and a meta-analysis of the same data quietly says something more useful. The biggest differences aren't about collecting feedback. They're about what successful firms do with it. Here are the five specific moves the leaders make that the laggards don't.

"We scored 76, is that good?" "We improved 10 points, why?" If your survey results are generating those reactions, you're probably missing one of the three critical elements every customer loyalty survey needs. Here's what they are, why most surveys miss at least one, and how to include all three without making the survey longer.

How long should your customer survey be? "As long as it needs to be, but no longer" is a fine principle and a useless answer. Here's a sharper rule of thumb, split by B2C and B2B, with concrete question counts, drawn from the analysis of thousands of real survey response patterns.