Aquire

MARCH 9, 2022

Customers want to be able to interact with you on their preferred channels whether that be your website, chatbot, social media , or messaging apps. Gather customer feedback. Customer feedback can give you invaluable insight to better understand customer needs, goals, and pain points throughout the buyer journey.

Net Promoter Score 59

Net Promoter Score Social Media Customer Loyalty Customer Expectations 59

InteractionMetrics

SEPTEMBER 17, 2019

Bad Customer Surveys are Ubiquitous. I also explored how Alaska Airlines is pestering its customers with surveys that extend to 94 (!) They would put a kibosh on leading questions and never bug customers with irrelevant or rote inquiries. The Alaska Airlines survey mentioned earlier failed miserably with logic gating.

Double-Barreled Question 45

Double-Barreled Question Mystery Shopper Net Promoter Score Customer Survey 45

InteractionMetrics

NOVEMBER 11, 2024

How to Improve Surveys, Summarized: Martha and Amas discussed the problems with how companies use surveys, particularly Net Promoter Score (NPS), and offered advice on how to improve surveys to gather actionable customer feedback. Both times in that Net Promoter score zero with.

NPS 52

NPS Net Promoter Score Start-ups Unstructured Data 52

InteractionMetrics

SEPTEMBER 17, 2019

Bad Customer Surveys are Ubiquitous. I also explored how Alaska Airlines is pestering its customers with surveys that extend to 94 (!) They would put a kibosh on leading questions and never bug customers with irrelevant or rote inquiries. The Alaska Airlines survey mentioned earlier failed miserably with logic gating.

Double-Barreled Question 40

Double-Barreled Question Mystery Shopper Net Promoter Score Customer Survey 40

InteractionMetrics

OCTOBER 16, 2023

Even if the customer responds, will the data be complete? Companies often send surveys and ask for customer feedback because it’s easy, and they feel they should. Other metrics include the Ease of Business Score, Competitive Edge Score, Brand Compliance Score, and more. Of course not.

Customer Experience 52

Customer Experience Net Promoter Score Retail CX 52