Category: Customer Satisfaction UK
Question Types and Why We Use Them
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
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
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
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[…]
Net Promoter Score: Useful Metric or Misleading Distraction?
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[…]
Infographic : How to Keep Your Customers and Sell More
Here at Customer Satisfaction UK we’re experts at customer satisfaction improvement. With 20+ years expertise in the customer satisfaction industry, we have gained specific insights into what causes customer churn and exactly how companies manage to[…]