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Posts
- Category: Analysing Survey Data
- A quick way to summarise a survey's verbatim comments
- Analysing employee survey results - are the numbers significant?
- CIPD Publish an Engagement Index
- How do you link employee engagement to customer satisfaction?
- How to analyse your employee survey's results
- Improve your survey with better demographics
- Introducing Word Clouds (new client reporting feature)
- Survey scales - can I use a 3/5/7/10 point scale?
- Using verbatim comments in an employee survey
- Category: Customer Care
- A cautionary tale about ISP Customer Care - the power of negative word of mouth
- A lesson to learn from Eurostar: keep customers informed
- Are you being served (fairly)?
- BBC's Watchdog survey shows UK customer service still poor
- British Gas - The Cost of Poor Customer Service
- BT starts to return call centre jobs to the UK
- Carphone Warehouse puts emphasis on Customer Care
- Doing dumb things - revisiting the UK Customer Care Survey
- Facts & Figures: 2008 UK Customer Care Survey
- Fairness in business (again)
- Growing your market through customer care
- How to complain if an airline damaged your luggage
- Net Promoter Telecom Industry Scores
- UK Customer Care Study - results
- Using twitter for customer support
- What do customers want when they complain?
- Why customers don't complain?
- Category: Customer Satisfaction / Loyalty Surveys
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Offering expert advice for designing and implementing online survey best practice. We share our experiences working in the fields of customer satisfaction and employee engagement research.