Customer Surveys

The importance of empathy in online surveys

There is an important element that is often overlooked when writing survey questions. That element is empathy. The importance of empathy in online surveys is vital to getting the honest and reliable responses that provide you with the information you need. What do your customers actually think? You must be able to relate if you…

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The future of online surveys

Online surveys have only grown in importance since business became embedded in the Internet in the late 1990’s.  Such surveys are a vital part of market research, but nothing stays the same, and the future of online surveys is important to consider as it will greatly affect the way surveys are written and administered in…

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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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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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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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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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How to build a great online survey

You may be able to make a sale by knowing what the customer wants and delivering it. But, you are far more likely to retain customer loyalty by knowing the reasons behind the customer’s thoughts and opinions. And a great online survey can help to uncover customer sentiment, customer satisfaction and customer needs. Only then…

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Understanding the Net Promoter Score

There is some confusion about what a net promoter score® actually is. Some people consider it to be the percentage of customers who would happily and willingly promote a particular company. This isn’t actually the case. The net promoter score isn’t a percentage, it’s an absolute number that’s arrived at by figuring percentages. Net Promoter…

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Why a short survey is best

writing a customer survey

Surveys are a great way to monitor your business by gathering feedback from your customers. Feedback that is gathered effectively and analysed correctly can provide a useful understanding that helps you grow your business while strengthening relationships with your customer base. The key is to gather quality information in the first place, which means that…

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