From time to time we blog about customer and employee surveys, and survey design on
Measuring Satisfaction, and more in-depth
articles and guides are listed below.
From our blog
- Examples
of survey invite messages
"...Does the message mean that they don't want to hear your feedback on Monday though? Possibly - this is a common problem..." - Avoiding
errors in survey design
"If you are planning a new customer feedback survey for the new year - give yourself plenty of time to..." - Incentives
don't guarantee a better response rate
"Adding a prize draw to your survey does not necessarily mean a higher response rate." - Evaluating and Maximising Employee Engagement
"...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..." - Tips for better survey design: #1: Hallway Testing, #2: Avoid compulsory questions, #3: Contact recent customers
Customer Care/Survey Articles
- Treating customers fairly - the impact on future purchase intention (December 2008)
- Recently published - UK Customer Care Survey 2008 Summary
An update to last year's study - more than 10,000 consumers took part in this study examining customer care experience and the effect on customer loyalty. (November 2008) - Why don't customers complain? Findings from the UK Customer Care Study as to why customers don't contact an organisation to resolve a problem or query. (November 2008)
- Evaluating Contact Centre Performance - A Guide to Online Customer Loyalty & Satisfaction Tracking Surveys : what's involved in a good, regular customer satisfaction research programme. (January 2008)
- Five easy steps to improve your next customer survey - it is easy to concentrate on getting the perfect questionnaire and assume your list of customer emails will simply deliver. This brief guide gives five tips that should improve response rates when emailing your next customer survey.
Workplace/Employee Survey Articles
- Our Quick Guide to Online Workplace Surveys gives an overview of what makes a successful employee survey, content (the questions to ask) and how to increase response rates. (June 2008)
- A more detailed paper that provides a practical introduction to designing and fielding employee surveys is here: How to Get Great Results from Employee Surveys in the Workplace. (June 2008)
- Updated September 2007 with 2 new sections - The Five Fatal Flaws of Online Survey Design. This whitepaper covers the key points to consider when putting together an online survey (be it for a workplace survey, customer satisfaction feedback or market research).
Whitepaper: Designing/Managing Consumer Survey Panels
- How to Amplify the Voice of the Customer: Developing Your Own Online Consumer Panel to Generate Proactive Customer Feedback (2005)
The checklist for planning and implementing a consumer survey panel from our whitepaper is reproduced here for quick reference.
Learn about Surveylab
Measuring Satisfaction
Read our Measuring Satisfaction blog for more articles about customer and employee research. You can also follow Dan on Twitter.
