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.

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.

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.

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.

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.

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!

Is your feedback programme being knocked off-course?

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

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!

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.

“You Said, We Did!”

With their dedicated promotion "You Said, We Did", ExtraCare takes action on the customer feedback received.

Correct interpretation is key to text analytics

What have 6 blind men and an elephant got to do with text analytics?

"Pint for a Pint" promotion leads to more donations

By listening to customer feedback, the South African National Blood Service has attracted more donors.