Customer Surveys News

Head to Head – Customer Satisfaction Surveys vs. Mystery Shops

Aug 26, 2010 by Confero Inc.

Misconceptions about customer satisfaction surveys and mystery shopping , and their differences, exist.  Would you answer the following “yes” or “no”?


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Don’t Forget the Online Aspect of Customer Experience

Nov 18, 2010 by Confero Inc.

Online sales are expected to increase 7-9% this holiday season as compared to other retail sales, which are expected to jump 2%.  Just as measuring customer experience in stores and over the phone is eye-opening; measuring the online experience enables companies to gain feedback that can lead to improved offerings.  In the retail environment, managers can overhear and observe customer interactions.  Managers can't make concrete observations during an online experience, so some type of measurement mechanism for online experiences is even more imperative.

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Monitoring Feedback Through Twitter

Dec 13, 2010 by Confero Inc.

Customers express their dissatisfaction with companies in many ways: in person, via customer satisfaction surveys, or through email.  But how do companies address customers who voice their negative opinions online without communicating complaints directly to the business?   If you’re AT&T, you seek out unhappy customers who vent elsewhere.  New software allows AT&T to monitor what customers say via Twitter.  With the software, AT&T managers gain additional data on customer complaints and put solutions into action faster.

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Bank “Retail-like” Strategies Enhance Customer Experience

Mar 03, 2011 by Confero Inc.

Once thought to be a declining delivery channel, the bank branch remains an integral part of the customer experience.  With troublesome financial institution performance in the limelight during the past years, customers use face to face branch visits as a means to develop trust with financial institution employees.

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Five Ways to Increase Customer Survey Response: Web or Interactive Voice Response (IVR)

May 17, 2011 by Confero Inc.

  1. A concise survey invitation increases response rates. Basics such as good grammar and correct spelling are obvious, but companies also need to consider brief wording.  Companies should partner with the survey provider to develop a unique invitation that will capture customer’s attention and encourage them to respond.
     
  2. Communicate how long it will take to complete the survey– and deliver as promisedDiffering opinions exist about survey length, and it can be challenging for companies to balance the need for customer feedback in many areas while offering a survey that is not too lengthy.  Many times the invitation asks customers to complete a “short” survey, however, when customers dial in or access the link to the survey, they discover that survey completion takes longer than expected.  With a long survey, customers may abandon the survey before completion.  And worse, they probably will not participate in a future survey based on this one experience.

    Our experience shows that surveys with a maximum of 10 questions receive the best response rates.  Conduct trials internally and make note of how long the IVR or web survey takes to complete. After completing the internal tests, include how long it will take customers to complete the survey on the invitation.
     

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