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Uncovering the unknown unknowns

It doesn’t matter how much customer feedback you collect, a good text analysis engine will discover all the unknown unknowns within it.

The perils of rewarding staff on scores

Surveys should tell you how well you are meeting the needs of your customers but in reality, a lot of surveys are only used to reward staff performance.

Closing the loop with your customers is critical

Ever thought about turning a complaint into a sales opportunity? Does your organisation take too long to respond to complaints or even ignore them totally?

Unleash the Power of Customer Feedback

We're pleased to announce our CIH Virtual Ideas Lab on 8th December where we'll share best practices for driving CX improvements. The event is free to all in the Housing sector - sign up now!

Making your call centre more efficient using customer feedback

With so many call centre agents working from home, how do you measure their performance and improve the efficiency of your call centre?

Customer feedback drives product development

Unsure whether better quality seats were needed for their vehicle, our client turned to customer feedback to find out what customers wanted.

Don't ask if you won't listen

This brilliantly simple blog sends out a clear message about customer experience – if you don’t want to listen, don’t ask!

Identifying that "moment" - the straw that breaks the camel’s back

Is your organisation able to identify those moments that push a customer over the edge? Hot Alerts ensure you never miss these clear defection signals.

Customer surveys: We’ve always done it that way!

Are you churning out the same customer feedback surveys, not daring to change for fear of comparing apples and pears? It’s time to take a leap of faith.

Are you ready to leap into the brave new world of customer feedback?

Is this "brave new world" one you should take a step into? The words our clients say all too often are “why didn’t we do this sooner?”

Customer experience: How to avoid Paralysis by Analysis

In a world full of information, it’s easy to forget about the customer experience. Don’t let “paralysis by analysis” take over.

What's beefing you?

How to make customers complain more - and why this is good for business!