The online customer satisfaction survey I received today had me noticing an unfortunate side-effect of the NPS (Net Promoter Score) schema and visual imagery. For those of you unfamiliar with NPS as a way to measure and track customer satisfaction, here is how it goes. In your survey ask: “How likely are to recommend Acme…
Conducting surveys with your own customers is surprisingly difficult anymore. Phone options are dead, and online surveys are tough, because nobody answers or responds anymore. So what’s a researcher, strategist, or marketing professional to do? How about conducting a paper-based mail survey. It sounds crazy, but we just did it, and it succeeded beyond what…
Here is the third invitation in our review of three survey invitations. (See also: #1 How Bad Are We? and #2 How Amazing Are We?) In my opinion this one is easily the best. It is truthful and sincere, and tells me immediately why helping this company (by completing their survey) is important to them…
Of the three invitations up for review in our mini-series on survey invitations (see also: #1 How Bad Are We? and #3 How’s Our Relationship?) this is the laughably obnoxious one: What do you think about Acme? Tell us about your experience with Acme products and solutions to help us understand what’s going well, and…
I received survey invitations from three different companies over the last three weeks. Each takes a starkly different approach to wooing participation. One of them I admire; the other two offend me. The invitations brought to mind two feature-length articles we wrote for our newsletter subscribers in 2017: Building a Better Customer Satisfaction Survey and…
A good friend and client likes to joke during every project: “Remember Joe, correlation does not imply causation.” Well, I thought she was joking. Surely everybody with a job in marketing research knows this? Apparently not. Even professors at fancy business schools seem to forget it, as evidenced by this snippet of an article a…
This is still raw, so I’m working hard to be constructive and not mean. But seriously, how much more self-centered can a veterinarian company be, than to send me a survey the morning after my dog dies to ask, “How did we do?” Yes, this really happened. On Friday, Lancelot (pictured above, on the day…
If you deploy your own surveys trying to solicit feedback from your customers, you know how hard it is to get them to respond. There are many good reasons why customers ignore surveys nowadays. Here is one potential culprit: You may be asking them for information you already know. If you are, they know that…
In the Versta Research spring newsletter, Build a Better Customer Satisfaction Survey, we mentioned—but did not speak to—the seventh question in our newly developed survey for clients. It was added at the last minute. We put it right at the top, so it is the first question you see. If you didn’t yet test drive…
We have never deployed a customer satisfaction survey for our own customers. Why? Because most CX surveys are not designed to help customers. But we’ve just taken inspiration from a unique survey from Skype for Business, in order to Build a Better Customer Satisfaction Survey. It’s our feature article in this quarter’s newsletter. It highlights…