InteractionMetrics

JANUARY 31, 2025

How We Picked This list was compiled by an independent reviewer, and the top picks include customer survey companies that specialize in customer satisfaction surveys, offer end-to-end survey services (from design to analysis), and serve clients in the U.S. Luce Research provides some standout features as well.

Customer Satisfaction 52

Customer Satisfaction Social Media Mystery Shopping Net Promoter Score 52

Fonolo

MAY 24, 2018

We need to measure and track how products and services affect customer expectations. By building key metrics and analytics around each step of the customer journey, and aligning them with a set of expectations, we can better understand the customer experience. How can this be done?

Social Media 87

Social Media Contact Center Actionable Insights Customer Survey 87

Fonolo

SEPTEMBER 28, 2022

And, if you know your customers prefer to communicate via text message IVR, continue offering that channel for your after-call survey. 33% of customers prefer social media communication with a company to phone calls. Always keep your customers in mind when drafting your survey. DID YOU KNOW?

Net Promoter Score 138

Net Promoter Score Contact Center Healthcare Customer Satisfaction 138

SurveySensum

OCTOBER 14, 2024

Let’s now understand why it is important to launch voice of customer surveys. Why is Voice of Customer Surveys Important? It enables businesses to create products or services that align with customer expectations. And this is where launching VoC surveys becomes important.

VOC 52

VOC Customer Survey Voice of the Customer Customer Retention 52

Lumoa

JANUARY 9, 2018

In my opinion, three things that are essential for CX in 2018 include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations. However, research shows most customers still value an emotional connection with the people fronting the organization.

CX 133

CX Customer Experience Artificial Intelligence Omnichannel 133

SurveySensum

JANUARY 16, 2025

Moreover, SurveySensum provides advanced features like reporting, dashboarding, and analysis with AI capabilities like machine learning models, GenerativeAI, etc enabling you to go beyond written words and take proactive measures to predict customer expectations and avoid any future issues. Overall Rating: Qualtrics scored 4.4

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

Lumoa

MARCH 20, 2018

We’re moving towards personalized omnichannel experience in B2B customer journeys. b2c customer experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company. social media You might be wondering why social media is on the list.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

SurveySensum

SEPTEMBER 1, 2023

The ideal method for getting this information, and possibly one of the oldest, is the customer survey. If used properly, customer surveys can make a whopping success out of your marketing campaign. When you have all the survey information, you can use it to boost your marketing strategy. Not convinced just yet?

Customer Survey 52

Customer Survey Text Analytics Close the Loop Start-ups 52

InteractionMetrics

FEBRUARY 20, 2025

Encouraging them to leave online reviews or share their experiences on social media can amplify positive word-of-mouth and attract new customers. Responding to both ends of the spectrum shows customers their feedback is truly valued. Leverage social media surveys.

NPS 52

NPS Net Promoter Score Customer Satisfaction Social Media 52

Aquire

JULY 5, 2021

Net promoter score (NPS) Customer retention rate (CRR) Net retention rate (NRR) Gross retention rate (GRR) Conversion rate Average resolution time (TTR) First-call resolution (FCR) Customer satisfaction (CSAT) Social media monitoring Customer engagement metrics Active users Conversation abandonment rate.

Net Promoter Score 80

Net Promoter Score Customer Service Social Media NPS 80

Zendesk

DECEMBER 18, 2020

Most customers expect an email response within 12 hours. Social media and live chat: Take advantage of apps to help you capture customer data, so you can provide more personalized service. Before adding a new support channel, you should make sure it’s right for your customers.

Social Media 98

Social Media Retail Start-ups Customer Survey 98

Zendesk

MAY 26, 2021

The goal of customer service is to foster better customer relationships. How has customer service changed? And the surge to online has put the spotlight on customer service, with half of customers surveyed in our 2021 Trends Report reporting that CX is more important to them now compared to a year ago.

Customer Service 105

Customer Service Social Media Start-ups E-commerce 105

Aquire

AUGUST 30, 2021

Customer surveys are an opportunity to learn what customers think about your brand based on facts, rather than assumptions. The customer feedback you gather from surveys is gold dust. Within them lies all the information you need to provide the products and services customers really want.

Customer Survey 95

Customer Survey Net Promoter Score Actionable Insights Touchpoint 95

Zendesk

JUNE 17, 2022

Requests for help or information via your company’s social media accounts. Indirect customer feedback. Types of indirect customer feedback include: Reviews on third-party sites. Posts about your company and its products on social media. Collect customer feedback as raw data.

Customer Feedback 98

Customer Feedback Social Media Net Promoter Score Customer Satisfaction 98

Zendesk

APRIL 18, 2023

Touchpoints Touchpoints are interactions customers have with a company, whether that’s through a website, social media app, or employee. Touchpoints influence customer perception and also present opportunities to improve customer service. Customer service touchpoints are significant for any business.

Customer Journey Map 98

Customer Journey Map Social Media Touchpoint Sales 98

SurveySensum

NOVEMBER 2, 2023

Let’s explore this along with different types of customer feedback, how they are the building blocks for creating remarkable customer experiences, and how harnessing this feedback can propel your business to new heights of customer satisfaction and success. What is Customer Feedback? But why is it important?

Customer Feedback 52

Customer Feedback Social Media Net Promoter Score Customer Satisfaction 52

Comm100

JANUARY 13, 2022

Satisfactory support now means offering customers a full range of channels to let customers decide how they want to reach out to you in that moment – and the only efficient and cost-effective way to do this is with digital omnichannel technology. Read more: 2022 is the Year of Digital Customer Experience Excellence – Here’s Why.

Omnichannel 94

Omnichannel Customer Experience Social Media CX 94

InteractionMetrics

MARCH 27, 2025

Use Customer Feedback Effectively Here’s the truth: most customer surveys are terrible, and most companies arent using them properly. Thats as ineffective as it is annoying and wastes your customers’ time. But when done right, customer survey feedback is pure gold.

Customer Retention 52

Customer Retention Net Promoter Score NPS Predictive Analytics 52

Retently

MARCH 14, 2023

Online retailers, social media platforms, and review websites have made it easy for customers to find and read reviews from various sources. Marketing Opportunities The main advantage of product reviews, making them so popular for ecommerce businesses, is that they serve as a form of social proof in marketing materials.

NPS 135

NPS Net Promoter Score Customer Satisfaction Customer Feedback 135

Lumoa

SEPTEMBER 10, 2018

Sometimes they have a long history of doing surveys and they want to continue that to keep the results comparable. Certainly, they cannot start sending long customer surveys out too often. Very often, scheduling customer surveys like that leads to dissatisfied customers and slow improvement cycles.

Customer Feedback 68

Customer Feedback Text Analytics Close the Loop Hospitality 68

Retently

AUGUST 26, 2019

Monitor Social Media. When customers want to complain about a problem they’re having, mention bugs or glitches, or praise a brand, they don’t always reach out directly to the company. Instead, they’ll often post about it on social media, expecting your business to address their feedback. Feature Upvote.

Customer Feedback 71

Customer Feedback Social Media Net Promoter Score NPS 71

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.

Customer Experience 78

Customer Experience ML Social Media CX 78

Comm100

JANUARY 11, 2023

Younger generation increasingly prefers customer service automation. Much has been written about the difference in generational attitudes towards customer service. In 2023, we expect that age will continue to matter as customers expectations can vary wildly depending on preference for service delivery and availability.

Customer Service 98

Customer Service Healthcare AI Artificial Intelligence 98

Comm100

APRIL 17, 2018

Apptentive (a mobile app developer) recently conducted some studies on customer feedback that involved more than 1000 customers from the U.S. The studies found out that 51% of customers expected to be asked directly for feedback from the company. How to Collect Customer Feedback.

Customer Feedback 96

Customer Feedback Social Media Customer Service Start-ups 96

Retently

FEBRUARY 9, 2024

Key Takeaways Customer feedback questionnaires are a valuable resource for understanding customer expectations and experiences, shaping products/services, and fostering brand loyalty, all of which fuel business growth. Effective customer feedback surveys require setting clear objectives, choosing suitable question types (e.g.,

Customer Feedback 92

Customer Feedback Net Promoter Score Customer Satisfaction NPS 92

Comm100

FEBRUARY 13, 2018

The ugly truth is that beyond meeting customer expectations, delighting customers has a minimal impact on loyalty. In fact, customers are more likely to punish a company for poor service than they are willing to patronize a business because of exceptional service. And customers LOVE to complain about call centers.

Social Media 53

Social Media Customer Loyalty Customer Expectations Customer Service 53

Retently

OCTOBER 23, 2024

Yet, with plenty of options available just a click away, customers expect far more than just a simple transactional relationship. Taking the importance of collecting customer feedback out of the way, where do we start? The key is to choose the survey channel that best fits your brand’s needs and target audience.

Retail 109

Retail CX NPS Touchpoint 109

SurveySensum

SEPTEMBER 25, 2023

Let’s explore the various ways feedback platforms collect valuable customer data. Customer Surveys: Surveys employ a direct approach by presenting a series of questions related to your video content. Social Media Engagement: You can gather a lot of information without even asking a single question to the customer.

Customer Feedback 52

Customer Feedback Social Media Sentiment Analysis Text Analytics 52

Hodusoft

OCTOBER 14, 2022

An estimated 66% of customers actively use three or more channels to reach out to a business. It can be email, different social media platforms, live chat, etc. Modern customers expect to be served equally across all channels. An omnichannel contact center software can help businesses to meet this expectation.

Contact Center 52

Contact Center E-commerce Omnichannel CX 52

SurveySensum

SEPTEMBER 14, 2023

Have you ever wondered how you can enhance user onboarding and improve your product not just to meet customers’ expectations but to exceed them? With IN-APP SURVEYS. W hat are In-App Surveys? In-app surveys are short surveys that are launched inside the app and help you gather customer feedback at relevant touchpoints.

Social Media 52

Social Media Start-ups Sentiment Analysis Actionable Insights 52

Lumoa

MARCH 20, 2018

We’re moving towards personalized omnichannel experience in B2B customer journeys. b2c customer experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company. social media You might be wondering why social media is on the list.

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

SurveySensum

MARCH 27, 2024

It encompasses a wide range of insights, including satisfaction levels, areas of improvement, preferences, and expectations. Customer feedback can be collected through surveys, reviews, social media interactions, direct conversations, and other channels. Here are 12 effective ways to gather customer feedback: 1.

Customer Feedback 52

Customer Feedback Social Media Touchpoint Text Analytics 52

SurveySensum

SEPTEMBER 30, 2024

Let’s dive into the depth of each tool and analyze their key features, and other offerings to better manage your customer expectations. Best Features Automate the creation and assignment of support tickets to streamline your customer service processes. Automate your email campaigns, social media posts, and more.

Customer Feedback 52

Customer Feedback Social Media Touchpoint Sentiment Analysis 52

CommBox

NOVEMBER 22, 2022

Brands are also able to showcase their products with rich media such as photos, videos, and even those cute little emojis. This adds the personalized and welcoming touch that customers expect. . Brands have begun leveraging AI to humanize the customer experience. In fact, 60% of Gen Zers in the U.S.

CX 98

CX E-commerce Net Promoter Score NPS 98

Lumoa

FEBRUARY 2, 2023

Your customers are most likely to find you online and shop there first. That’s where they’ll communicate with you via social media and email. When you send out a customer survey , you just have to ask one question: “How likely are you to recommend [brand/service/product] to a friend or colleague?”

Retail 88

Retail Net Promoter Score Customer Experience CX 88

SurveySensum

JULY 4, 2023

Basically why and how customers are interacting with your brand. Develop buyer personas to get an insight into their preferences, pain points, and expectations. Analyze customer feedback from various sources such as surveys, social media comments, and customer service interactions. But how to do that?

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Customer Feedback 52

SurveySensum

JULY 4, 2023

Basically why and how customers are interacting with your brand. Develop buyer personas to get an insight into their preferences, pain points, and expectations. Analyze customer feedback from various sources such as surveys, social media comments, and customer service interactions. But how to do that?

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Customer Feedback 52