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rating questions vs ranking questions

Survey rating questions vs ranking questions

By Ezisay | Nov 9, 2016

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

By Ezisay | Nov 2, 2016

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

By Ezisay | Oct 24, 2016

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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employee engagement customer satisfaction ezisay

How employee engagement improves customer service

By Ezisay | Oct 18, 2016

Employee engagement is not the same as employee satisfaction, although the two are related.  An engaged employee is a person who shows enthusiasm and commitment to his or her work. Employee engagement improves customer service, and engagement means that employees have an emotional attachment to their jobs.  They want to do good work and associate…

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Improving customer satisfaction through customer service

By Ezisay | Oct 10, 2016

The purpose of customer service is to create a nurturing relationship with your customers – thereby improving customer satisfaction through customer service.  While this has always been so, it is now more important than ever.  The sheer choice presented to the average customer and the quality of communication available, means that no customer need remain…

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basics of customer satisfaction

The key to customer satisfaction in modern enterprise

By Ezisay | Oct 4, 2016

Technology is changing the marketing landscape and immediacy of customer satisfaction as never before. The difference between today and yesterday is that previous technologies like radio and television were extensions of the existing means of communication, including newspapers and magazines. In a sense, they were simply taking technology to the next logical level. However, the…

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Understanding the Net Promoter Score

By Ezisay | Sep 26, 2016

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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Anonymous Employee Surveys – Good or Bad?

By Ezisay | Sep 15, 2016

An employee survey can provide business with great insights into employee satisfaction, engagement, as well as feedback on organisational changes among other things. With so many outlets for people to share their thoughts and opinions – Facebook, Twitter as well as phone calls and catch ups with friends and family – despite this, some people really…

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customer loyalty

Tips on keeping customer loyalty

By Ezisay | Sep 13, 2016

Modern business finds itself in a completely unique situation. It’s gone global and yet it seems like it’s existing in a small town, where everybody talks to everybody and where generating customer loyalty is the only way to stay in business long term. The same technology that enables a business to sell to a customer…

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