Blogs - 10/14 - Feedback Ferret
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News & Blog

Welcome to Ferret World: our news, blogs & opinions


Could text analytics mean the death of attributes?

Finally, the research industry gets it! This is a fantastic article which clearly demonstrates the benefits of using text analytics over attributes for customer satisfaction surveys.

Customer experience the old fashioned way

The selection of goods, price and shopping environment do play a role in buying decisions but there is nothing to beat some good old fashioned customer service to ensure customer loyalty.

Manage your customer experience with Feedback Ferret so that it never gets to this point

It seems a new trend is sweeping the internet – recording bad customer experiences and posting the video evidence online. Get ahead of the game and don’t suffer like Comcast did.

Responding to negative customer feedback – how NOT to do it

When a customer complains, the best policy is to listen, empathise and promise to take action. And then go and take the action you just promised!

Funny customer feedback

The Feedback Ferret lexicon evolves continuously. Our Lexicon team is constantly monitoring customer feedback and checking that all comments are correctly categorised.

Audi drive customer service improvements

In a bid to improve the customer experience for their service customers, Audi dealers are using Feedback Ferret to equip themselves with vital customer information prior to customers arriving at the dealership.

Does data drive decisions?

“Many organisations spent a lot of time debating the ‘what’ because different people had different data. Once everyone has the same version of truth, you can shift to the ‘how’ – and you are able to do more and more, better and better.”

Feedback Ferret South Africa goes from strength to strength

Feedback Ferret is proud to have now opened an office in Johannesburg which will enable us to develop further business in the country, and ultimately across all of Africa from this new base.

Why choose an end to end Voice of Customer solution?

Here at Feedback Ferret, we often talk about our “end to end solution” for customer experience. But what does that actually mean and what are the benefits of this for our clients?

Customer surveys – Ask less to get more?

How do we obtain so much customer insight with only two questions on our “perfect Feedback Ferret customer survey”. Do we really have to ask less to get more?

MINI build quality improves as manufacturing managers respond quickly to technical issues

With their parent company, BMW adopting the Ferret to analyse customer feedback, MINI has now implemented Feedback Ferret to drive up the build quality of their vehicles.

A lesson in how NOT to conduct customer feedback

Vistaprint is yet another example of a company that has jumped enthusiastically on the customer feedback bandwagon. But in my experience, it fails dismally to close the loop with their customers. So why bother with the feedback survey at all?

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