Customer Experience
Expertise

A complete guide to writing a business case to improve CX by implementing a best-in-class Voice of the Customer Programme. Contains the statistics you need to justify the investment, and the steps you should take to ensure the investment delivers a return.

What’s Net Promoter? It’s not a question, and it’s not just a score. But get it right and it can transform how your team relate to your customers.

Uncover the top 10 reasons why customer feedback is important for skyrocketing your business success. Learn how to turn feedback into your secret weapon!

Discover what Employee Net Promoter Score (eNPS) is and how it can help measure and improve employee satisfaction and loyalty. Learn more with CustomerSure.

Here’s a handy NPS calculator, an explanation of the NPS formula, and a step-by-step guide to how and why the calculation works.

Wondering about NPS, CSAT or Customer Effort Score? The key is not what you use, but how you use it. Three Golden Rules...

Discover what and ideal NPS (Net Promoter Score) is, and what you need to do to get yours. Learn more with CustomerSure.

Your survey is fundamental to getting NPS right - learn with examples and templates the best practices for an NPS survey.

Looking for NPS Benchmarks? Don’t bother. Learn why not, and what you should be doing instead.

Heard that Net Promoter is dead? Us too. Find out why it is. And also why it isn’t.

A complete guide to VoC: What it is, where it came from, real-world case studies, and how to start using it in your business.

Real time feedback is great. But done wrong, it can be a nightmare for both you and your customers. Learn when to do it, and how to do it well…

Need to improve your NPS? Here’s eight tips which are proven to do that, along with a bonus tip to make your customers love you by decreasing it.

Expert advice on asking the right Voice of Customer survey questions. How to choose them, how to use them, and ready-made templates to use in any industry.

If you know anything about market research, you’ll know carefully picking your scale is important. Here’s why the opposite is true when you collect customer feedback.

This is almost always a bad idea. Learn the businesses it does work for, and what you can do instead if you aren’t one of them.

Don’t fear replying to customers – learn why replying can be scary, how it can transform a business, and tactics to beat your fear.

How does sharing customer feedback improve your team? And what’s the best practice for sharing it in a way that guarantees results?

Find out why a low response rate is great; a high response rate can be dreadful, and what response rate you can expect from your own surveys.

Many tactics for increasing customer satisfaction survey response rates are irritating and best avoided. Learn customer-friendly ways to get more feedback.

Don't set a target for customer satisfaction score. Here's what you should do instead.

Complaints are bad, right? Not quite. If you approach them in the right frame of mind, you’ll wish your customers complained more. Learn how.

Of all the bad ideas in customer experience; benchmarking satisfaction is the worst. Learn why, and what you can do instead in this short, actionable guide!