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Is your feedback program being knocked off-course?

Sometimes, things don’t go according to plan. Is your customer feedback programme delivering the results you expected?

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?

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!

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.

Make decisions faster – use Text Analytics

Have you ever wanted a Focus Group at your finger tips? Use Text Analytics. Find out how this can help you make faster strategic decisions.

Have your customer feedback cake & eat it

Customer feedback surveys often focus on key KPIs rather than customer experience. Find out how you can focus on both and still get all the insight you’ll ever need.

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.

Using Impact Analysis to make big and quick improvements to CX

Uncover what’s really driving your customer loyalty, scores and sentiment, and focus your efforts where it will make the biggest impact on your bottom line.

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?”

When is a dog a dog? When is cool cool?

Considering using text analytics to analyse customer comments? Make sure the solution you choose can distinguish between a dog & a dog, and cool & cool.

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.

Improve customer experience using your front-line staff

Improve customer experience by using your front-line staff as your “research team”.