Every now and then I take a survey where at some point I don't want to answer a particular question - usually because I can't give a relevant answer. At that point it's quite common to find I can't continue any further until I answer the question. So what to do at this point... Abandon the survey Answer something, anything, to get past this question If I were feeling bloody-minded, answer … [Read more...]
Using twitter for customer support
April 19, 2009 By Leave a Comment
Twitter is the web's buzzword (killer app?) of 2009. It enables anyone to micro-blog - post comments up to 140 characters in length (called tweets) - and to follow other people to read what they are commenting about. A big differentiator between Twitter and other social networking applications is that you can "tweet" from your mobile phone by sending a plain old text message. This means that you … [Read more...]
Growing your market through customer care
April 19, 2009 By 1 Comment
Bob Willett, Chief Executive of Best Buy's international operations is quoted in Sunday's Observer discussing Best Buy's (possible) entry into the UK electronics retail market: "I understand the level of scepticism, and that's healthy, but [Currys parent] DSG is the wrong comparison," says Willett. "This is a mature market - but that's an advantage because, John Lewis aside, no one provides … [Read more...]
Evaluating and Maximising Employee Engagement
April 17, 2009 By 1 Comment
OK, the credit crunch has resulted in millions unemployed so we should all be lucky to have a job. But with the pressure on human resources being greater than it has for many years it's even more important that we ensure our people are fully engaged - that lovely word which means switched on, motivated and positively focused towards the Company! Unfortunately, this is often not the case. Even … [Read more...]
Net Promoter Telecom Industry Scores
April 16, 2009 By 2 Comments
I have long been a fan of the Net Promoter scoring matrix. Fred Reichheld's simplistic approach to measuring customer loyalty works well for me and for Surveylab's clients. I see that Satmetrix, the company that works with Fred Reichheld, has just published a number of reports on Net Promoter scores in the US. They cost almost $1,000 an industry so I don't advocate buying any of them but they … [Read more...]
Tips for better survey design #1: Hallway Testing
April 7, 2009 By 2 Comments
Each week I see new questionnaires - ours which are on behalf of a client and, not surprisingly, other people's surveys stumbled upon which nearly always grab my attention (although my patience is quickly tested - I won't plod through a survey that's not keeping my interest or that takes more than a few minutes). At Surveylab, we have a process for Quality Assurance (QA) to make sure we don't … [Read more...]
