News
Surveys vs Feedback Forms
by Piers Alington on February 3, 2012 at 2:21 pm
Surveys are often used to gauge overall satisfaction, rather than taking specific problems into account. So if one part of your service is abysmal but everything else five-star, rather than seeing one obvious area which demands improvement to bring you… Read more...
Let’s get straight to the point
by Piers Alington on February 2, 2012 at 2:19 pm
We’ve all been subjected to vast and indigestible feedback surveys, with page upon page of requests for your ratings on every conceivable subject about which the company wants information (but which may be completely irrelevant for you, the customer). And… Read more...
Examining National Rail’s customer feedback programme
by Feedback Ferret on August 15, 2011 at 2:28 pm
By Billy Brooks There will never be a shortage of UK rail travel customers willing to give their thoughts on how services could be improved. So, we were encouraged to see a tweet the other day from National Rail… Read more...
How to get feedback on things you don’t know about
by Piers Alington on August 5, 2011 at 11:38 am
By Piers Alington In a recent blog post, we offered five good reasons for adopting open-ended customer feedback. In this latest post, we focus on how to frame your questions and give some pointers to explain how to elicit answers… Read more...
The art of feedback forms: 6 reasons to adopt open-ended feedback
by Feedback Ferret on August 3, 2011 at 4:00 pm
by Piers Alington Following my recent blog post highlighting the failings of using tick box surveys for customer feedback (as reported in The Independent), I thought it would be useful to point out that there is an alternative that… Read more...
Listen to *all* your customers for business success
by Piers Alington on July 21, 2011 at 9:21 am
Two pieces of apparently unconnected research last week really caught my eye. The first, from Forrester, found that while more than three-quarters of US companies monitor online conversations and respond to customer feedback through social media, only 20% feed this… Read more...
Feedback Ferret & Silverstone: a winning combination
by Feedback Ferret on July 15, 2011 at 11:00 am
Organising a big sporting event can be a complex juggling act. Visitors will usually have spent large sums of money to acquire tickets and their desire to have the ‘experience of a lifetime’ will be high. Collecting customer feedback is… Read more...
Thomas Cook finds out tick box customer surveys do not make customers tick!
by Feedback Ferret on July 13, 2011 at 1:15 pm
by Piers Alington When an esteemed travel guru devotes an entire article in a national newspaper to a customer questionnaire from a travel company, surely that has to be great PR for the company in question? Thomas Cook may wish… Read more...
Feedback Ferret Accelerates Customer Feedback For Silverstone Circuits
by Feedback Ferret on July 7, 2011 at 9:06 am
Powerful contextual analysis engine will help analyse customer feedback comments Innovative use of QR codes and SMS at Formula One British Grand Prix London, 7th July 2011 – In an innovative step, visitors to this weekend’s Formula One British Grand Prix at… Read more...
Listen to your customers before they start talking
by Piers Alington on June 3, 2011 at 9:40 am
Research from the Internet Advertising Bureau reveals that just 7.7% of consumers have complained about organisations through social media. So it’s perhaps surprising that companies are so proud to boast of ‘listening’ to their customers on social networks. Perhaps they… Read more...
