Feedback Ferret tells The Times business report how not to annoy your customers

The Times


Customer Experience & Loyalty


In today’s special interest business report, Customer Experience & Loyalty in The Times newspaper, we give firm advice to businesses how NOT to annoy your customers with long, tedious tick box surveys.

In the article, we explain the revolution in the survey world brought about  by text analytics and how short, open ended surveys can lead to deeper customer insight. This insight can be used to improve customer experience and drive loyalty.

Our client, BMW, has reaped the rewards from shorter surveys and is now gleaning more, richer insight into what their customers think about their experience with the premium automotive manufacturer.


The Times supplement article March 2017





By Nicola Douglas, Marketing Manager