Tag: Customer Feedback

"We tried Net Promoter and it didn't work." Almost every time someone says that to me, it comes back to a small number of fixable implementation mistakes — no C-level buy-in, treated as market research, no root cause analysis, score collected and nothing done. Here are the seven, and how to correct each one without restarting the program.

Before any of the survey effort matters, the recipient has to open the email — and the subject line is the entire decision. Across millions of survey invites sent for clients, the patterns are consistent enough to be a checklist. Here are seven rules for subject lines that beat the delete reflex: keep it short and sincere, make it about the customer, skip emojis, use a person as the sender.

When to send a customer survey depends on your business, your transaction shape, and one principle that almost everyone gets wrong: survey customers, not prospects, and survey soon after delivery. Here's the decision tree, broken down by transaction period (long vs short) and relationship type (one-time vs ongoing), so you can pick the survey timing that doesn't waste either side's effort.

Customer surveys vary a lot; the mistakes inside them really don't. The same eleven question errors keep showing up across industries — mandatory questions, missing N/A options, asking what you already know, the 30th question. Here's the list, with how to identify each one and the fix that takes minutes, not weeks.

Statistical packages are powerful, expensive and overkill for most customer feedback work. Excel can do almost everything they can do, and it's already on your desktop. Here's a step-by-step walk-through of analysing survey data in Excel — simple stats, error bars, histograms — with a video to follow along to.

Hair and beauty salons have the same customer-feedback opportunity as any other small business — and almost none of the templates fit. This page pulls together the Genroe material most relevant to salons: how to design the survey, what to ask about, how to publish it, and how to analyse what comes back, with the specific tweaks that suit salon-style relationships.