Blog | Customer Satisfaction UK – Consult. Evaluate. Improve.

5 Reasons Why Your Last Customer Survey Did Not Benefit You

23rd October 201823rd October 2018 Ben YoungCustomer Loyalty

Surveying your customer base isn’t as straightforward as creating questions based on what you think you need to know. Often the questions that first come to mind are to satisfy a curiosity rather than to[…]

Making Decisions on Bad Information

8th October 20189th October 2018 Ben YoungDecision Making

Decisions in business are sometimes made with gut instinct led by experience and others made following deep statistical research. By collecting data and conducting an analysis, one can create an informed and reasonable position. But[…]

Is This a Business Worth Investing In?

24th September 201825th September 2018 Ben YoungCustomer Retention

Concluding with the decision to invest in a company is the product of a long and complex process. From financial matters through to internal operations there are always points of concern and experience tells us[…]

Why a Customer Satisfaction Investigation will bring your company commercial benefits.

31st July 2017 Katie Parr-BurmanBenefits

Industry rhetoric surrounding customer satisfaction surveys is increasingly negative – focusing on irritating, irrelevant surveys which are too long and sent out too frequently. After all, we are all consumers and from a consumer perspective[…]

Question Types and Why We Use Them

19th June 201719th June 2017 Katie Parr-BurmanCustomer Satisfaction UK

In any customer satisfaction survey programme, a key element is the questionnaire itself. What topics should you ask your customers about? How should you phrase the questions? Will the questions give you significant data to[…]

How to Embed a Customer-Centric Culture

31st May 2017 Katie Parr-BurmanCompany Culture

The fact that ‘customer is king’ is implicit in every single business interaction – it is now simply common sense good management to always meet your customers’ needs and place your customers at the heart[…]

Make Your Customers Fall In Love – A Guide to Emotional Engagement

30th March 20172nd May 2017 Katie Parr-BurmanCustomer Satisfaction

Why? It is a truth universally acknowledged…that 70% of all human behaviour is based on emotional motivators and criteria. This rule extends beyond personal life into business decisions, especially now in the age of inter-connectivity[…]

Inside Customer Effort Score

16th February 2017 Katie Parr-BurmanCustomer Loyalty

What is Customer Effort Score? The Customer Effort Score first entered the corporate sphere in 2010 with the Harvard Business Review paper ‘Stop Trying to Delight your Customers’. The belief that customer loyalty came[…]

Beyond Customer Referencing – Customer-Base Due Diligence

18th January 2017 Katie Parr-BurmanCustomer Satisfaction

Introducing the Customer-Base Due Diligence service from Customer Satisfaction UK. Conventional Due-Diligence Processes In any Merger or Acquisition there are several parties involved; vendors, investors and advisers to name a few. Each party wants to[…]

Net Promoter Score: Useful Metric or Misleading Distraction?

6th December 2016 Katie Parr-BurmanCustomer Satisfaction UK

Net Promoter Score Basics Net Promoter Score (NPS) is a customer loyalty index measuring how likely your customers are to recommend your company’s products or services to a friend. It is calculated by asking customers[…]