Posts by Ezisay

Pros and cons of the Likert Scale

The first step in writing great survey questions is to know what you are looking for. Knowing what kind of data you want will go a long way in helping you formulate questions that will actually result in the data you want. For example, when would a yes or no answer be sufficient? Do you…

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The basics of customer satisfaction

basics of customer satisfaction

The ultimate achievement in branding is when a particular brand becomes synonymous with the product itself. Two of the most successful brand labels in history are Coca Cola and McDonalds. Everyone knows that Coke refers to a particular type of soft drink and Maccas and their golden arches is the fast food chain. Every entrepreneur would like…

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Knowing what net promoter score benchmark applies to your business

Benefits of the Net Promoter Score

The net promoter score is regarded as an important marketing metric and practically every business leader wants to know how good their net promoter score is. The problem is that the net promoter score isn’t always a black and white issue. It isn’t always that easy to get accurate figures. While NPS research does provide…

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Writing a great employee satisfaction survey

Writing a great employee satisfaction survey

Writing a great employee satisfaction survey comes down to knowing what you want to know. This may seem rather simple at first, however, it can sometimes be difficult. Employers often don’t know what to ask. Employee satisfaction versus employee engagement First off, if you are writing an employee satisfaction survey, you will inevitably end up…

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Customer experience in banking

customer experience in banking

The local bank branch has been the traditional centre of customer experience in banking.  It was more than just a convenience, it was the place where customers interacted directly with the bank as an institution, and with its employees.  This changed in the 1980’s and 90’s as banks began to centralise their customer service.  The…

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How technology has redefined customer satisfaction

how technology has redefined customer satisfaction

Changes in technology have always changed customer satisfaction, and has redefined customer satisfaction; changing what customers define as satisfaction.  That definition has been changing more rapidly than ever before. First, let’s look at the history of what customers consider to be a satisfying relationship with a company.  A century ago, customer satisfaction was defined by…

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Benefits of the net promoter score

Benefits of the Net Promoter Score

The net promoter score has a number of benefits. While it certainly cannot answer every question, it is an important part of building quality customer relations and positioning your company for expansion. It can be checked periodically, enabling you to compare results from one period of time to another. The net promoter score is also…

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6 keys to writing great online survey questions

6 keys to writing great online survey questions

Writing great online survey questions may seem easy, but it’s also easy to make mistakes and end up not gathering the data that you really need. There’s no point in going to the trouble of developing and deploying a survey, only to find that it doesn’t provide the answers you were looking for. Here are…

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Survey rating questions vs ranking questions

rating questions vs ranking questions

The terms, rating and ranking, often get confused when referring to survey questions.  The reason for this is that both types of survey questions are generally multiple choice.  The best way to distinguish between the two is to understand what the different types of questions are looking for. So here is our run down of rating…

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Tips on asking the right customer service questions

Tips on asking the right customer service questions

Your customers can be a marvellous resource in more ways than one.  They can bring you referrals, help you understand the marketplace and, most importantly, they can tell you what you’re doing right and wrong.  In other words, they can help you expand your business in a number of ways.  The trick is to utilise…

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