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Archive | Customer Surveys

Four Ways Big Data Can Improve Customer Surveys

Customer surveys remain the primary source of customer feedback for many companies, despite the growth in adoption of other customer feedback sources like social media, call center conversations and emails. Customer surveys typically contain structured questions, asking customers to rate their level of satisfaction with their experience. Two popular customer surveys are relationship and transactional […]

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In a Word: The Customer Sentiment Index

Did you know that CSI can help you understand, in just one word, the health of your customer relationships? No, I don’t mean Crime Scene Investigator, although that might help in some cases. I am writing about the Customer Sentiment Index (CSI), a measure based on a single word that customers use to describe a company. The […]

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The Value of Opinion versus Data in Customer Experience Management

Senior executives make business decisions based on different types of information. They can use their gut feelings to guide their decisions, they can use data to inform their decisions or they can use both.  Executives' decisions can be guided by their prior experiences or an examination of a whole host of business data to help […]

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United States of America's CTO Wants You to Kick Ass with Big Data

I recently watched an 8-minute TechCrunch interview of United States of America's Chief Technology Officer, Todd Park, that got me really excited.  It turns out that the Federal government has a lot of free data. In the interview, Mr. Park encourages developers and entrepreneurs to download these data for the purpose of building new products, services, and companies. Park emphasizes […]

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The Best Likelihood to Recommend Metric: Mean Score or Net Promoter Score?

A successful customer experience management (CEM) program requires the collection, synthesis, analysis and dissemination of customer metrics.  Customer metrics are numerical scores or indices that summarize customer feedback results for a given customer group or segment. Customer metrics are typically calculated using customer ratings of survey questions. I recently wrote about how you can evaluate the quality of your customer metrics and listed four questions […]

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Visualizing Product Quality and Customer Service Quality

I recently wrote about (and visually illustrated) the different types of customer loyalty in customer experience management programs. In that post, I showed how factor analysis can be used to help us understand the measurement and meaning of customer loyalty. In this week's post, I use factor analysis to illustrate the measurement of two primary touch points about […]

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4 Ways to Optimize Your Customer Survey

4 Ways to Optimize Your Customer Survey [INFOGRAPHIC]

Companies, in support of their customer experience management (CEM) programs, rely heavily on the use of customer surveys as a means of collecting customer feedback. An optimal customer survey maximizes the value of the survey to both the businesses who use them and their customers who take them. Specifically, businesses need customer surveys that provide […]

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