Zendesk

MARCH 31, 2021

The results impact an agent’s customer satisfaction score, a numerical value also known as CSAT. Watch this video about using simple CSAT surveys to get customer feedback: Customer surveys are used for many different reasons, including measuring customer satisfaction, market research, or gauging expectations.

Customer Feedback 95

Customer Feedback VOC Social Media Net Promoter Score 95

InteractionMetrics

JULY 22, 2016

An Analyst Perspective on Customer Surveys: Customer surveys make up a multi-billion dollar industry, and many of us get at least one per day. But just because surveys are everywhere doesn’t mean they’re always good. Look at your customer survey from many angles: The customer’s perspective—is it easy to take?

Customer Survey 45

Customer Survey Touchpoint Construction Customer Loyalty 45

PeopleMetrics

NOVEMBER 6, 2014

Customer data leaving you frustrated? We often find ourselves with lots of numbers representing our customers’ feedback, but few actionable insights to create the ultimate customer experience. What better way to include them than to actively involve them in improving the customer experience?

Customer Experience 80

Customer Experience Voice of the Customer Customer Feedback Actionable Insights 80

SurveySensum

DECEMBER 24, 2024

SurveyMonkey is a widely-used customer feedback tool that offers drag-and-drop functionality to design surveys and analyze data for actionable insights. However, it falls short in key areas like advanced capabilities and customization, which might limit your CX operations. Whatsapp Surveys Starts at $99/month 4.7

Sentiment Analysis 52

Sentiment Analysis NPS AI Start-ups 52

Lumoa

FEBRUARY 16, 2023

A voice of the customer (VoC) is the process of gathering customer feedback to discover what they need, want, and expect from you. The goal is to better understand your customers, earn their trust, and improve customer experience. Without customers, there is no business. Now, what do you do with the data?

VOC 88

VOC Unstructured Data Customer Feedback Voice of the Customer 88

Retently

AUGUST 3, 2023

A different source citing a global survey gives as much as 89% of respondents as trusting personal recommendations. In another customer survey , Nielsen found that over 60% of customers relied heavily on user reviews before purchasing.

Net Promoter Score 146

Net Promoter Score Customer Experience Social Media NPS 146

Retently

MARCH 14, 2023

In today’s fast-paced business environment, customer feedback has become an invaluable resource for brands striving to stay ahead of the curve. By tapping into the voice of the customer , companies can gain a deeper understanding of customer needs and craft meaningful experiences that foster loyalty.

NPS 136

NPS Net Promoter Score Customer Satisfaction Customer Feedback 136

Execs In The Know

FEBRUARY 21, 2025

Mystery Shopping, on the other hand, offers an objective perspective, revealing potential issues that customers might not explicitly report. Additionally, Mystery Shopping delves deeper into the “why” behind customer perceptions.

Mystery Shopping 52

Mystery Shopping Mystery Shopper VOC CX 52

Execs In The Know

FEBRUARY 21, 2025

Mystery Shopping, on the other hand, offers an objective perspective, revealing potential issues that customers might not explicitly report. Additionally, Mystery Shopping delves deeper into the “why” behind customer perceptions.

Mystery Shopping 52

Mystery Shopping Mystery Shopper VOC CX 52

InteractionMetrics

APRIL 12, 2016

The point of a customer survey is to learn what you don’t know, and gain insight into what’s driving customer satisfaction and dissatisfaction. But common sense and extensive research proves that “the market works”; customers reward companies that provide superior experiences. Not at all. Then listen.

Text Analytics 45

Text Analytics Non-Profits Customer Survey Actionable Insights 45

Execs In The Know

OCTOBER 14, 2024

AI customer feedback can also contribute to a wider Voice of the Customer program—helping businesses collect and analyze customer feedback about their brand, products, services, and customer experience. Zendesk AI is trained on over 18 billion real customer service interactions and is purpose-built for CX.

Customer Feedback 52

Customer Feedback AI Artificial Intelligence Sentiment Analysis 52

Lumoa

AUGUST 8, 2023

This article offers a comprehensive guide on how to analyze survey results efficiently, covering everything from the basics to advanced techniques, and provides actionable solutions to common challenges in customer feedback analysis faced by businesses today. Obviously, businesses wouldn’t exist without them!

Customer Feedback 78

Customer Feedback VOC Net Promoter Score NPS 78

Lumoa

JANUARY 24, 2024

For a Customer Experience Officer (CXO), dedicating resources to analyzing text feedback from customers can have several benefits: Dissecting Customer Segments : Text analytics in customer feedback allows you to delve into the nuances of different customer groups, understanding their unique preferences and expectations.

Text Analytics 78

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 78

Comm100

DECEMBER 14, 2017

Customer advocates should be involved throughout the process to ensure that the solution addresses the problems identified and is something that the customer will use. In addition, they can represent the voice of the customer in ensuring that the changes are delivered in a timely and appropriate manner.

Customer Experience 133

Customer Experience Net Promoter Score NPS Close the Loop 133

Zendesk

OCTOBER 20, 2023

Document customer service workflows and processes A customer service workflow is a sequence of actions for a particular task from initiation to completion. Workflows often contain the following steps: Initial contact: The first interaction concerning a customer issue or request.

Customer Service 52

Customer Service Customer Journey Map B2C B2B 52

eglobalis

AUGUST 19, 2024

This binary approach fails to capture the nuanced emotions and motivations behind customer feedback, leading to a superficial understanding of customer experiences. Lack of Actionable Insights or Simply Too Few The simplicity of NPS does not provide detailed reasons behind customer ratings. Eglobalis, [link].

NPS 471

NPS Net Promoter Score VOC Actionable Insights 471

InteractionMetrics

MARCH 20, 2025

We hunted for platforms that turn feedback into action and scale with your ambitions. Not every company needs customer experience software. If you have a CX team and are going to be running your own customer surveys, then you’ll want to choose the best software. Why Would You Need CX Software?

CX 52

CX Social Media Contact Center Compliance 52