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Finding out the unknown unknowns from your customer feedback
It doesn’t matter how much customer feedback you collect, a good text analysis engine will discover all the unknown unknowns within it.
Customer feedback 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.
Is your customer feedback process fit for purpose (unlike the teapot)?
Have you ever stood in your customers’ shoes and assessed your own customer feedback process? If not, read on.
What’s the difference between surveys and feedback forms?
Understand the difference between a traditional ‘survey’ and a ‘customer feedback form’ and decide what’s right for your business. Find out more.
When is a happy customer not a happy customer?
Your happiest customers may rate you 10/10 but don’t ignore their negative feedback comments. They are gold dust!
Feedback Ferret client, Infiniti, tops the J.D. Power CSI!
Huge, Ferrety CONGRATULATIONS to our client, Infiniti, who now ranks #1 in the 2018 US J.D. Power Customer Service Index among luxury brands. Find out more.
Identifying the straw that breaks the camel’s back
Is your organisation able to identify those moments that push a customer over the edge? You know, the straws that break the camel’s back? Find out more.
Is your customer feedback programme being knocked off-course?
Sometimes, things don’t go according to plan. Is your customer feedback programme delivering the results you expected? If not, find out why.
Research proves short, open-ended customer surveys work
Find out about our research that proves short, open ended surveys generate better responses.
Customer experience: how not to handle Hot Alerts
This brilliantly simple blog sends out a clear message about customer experience – if you don’t want to listen, don’t ask!
Congratulations to our client, P&O Ferries!
We are thrilled to read that our client, P&O Ferries, has ranked 20th out of 250 UK companies in The Customer Satisfaction Index 2018. Congratulations!
How does our text analytics machine, that has been taught automated rules, understand whether the phrase “barely audible” is a positive or a negative?