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CustomerSure

Researching Customer Feedback & Customer Experience

Our global customers trust us to advise them on how to design customer feedback processes that directly improve the bottom line.

Guide Read Introduction to NPS

Introduction to NPS

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.

Guide Read Why is Customer Feedback Important?

Why is Customer Feedback Important?

Feedback is important. But collecting it in a way which respects your customers is more important still. Here’s all nine benefits you’ll see when you’re get it right.

Guide Read How to Calculate NPS

How to Calculate NPS

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.

Guide Read The three golden rules of customer feedback.

The three golden rules of customer feedback.

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

Guide Read NPS Surveys

NPS Surveys

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

Guide Read NPS Benchmarks

NPS Benchmarks

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

Guide Read Which Metric Should I Track?

Which Metric Should I Track?

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

Implementing a Customer Feedback Process

If you’re putting in a new process here’s how to make sure it gets results.

Guide Read When Should I Ask Customers For Feedback?

When Should I Ask Customers For Feedback?

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…

Guide Read Improving NPS

Improving NPS

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.

Guide Read What Questions Should I Ask?

What Questions Should I Ask?

There’s no such thing as the ‘perfect customer service survey questions’. But we can walk you through how to discover the best ones for your business…

Guide Read What’s the best rating scale to use?

What’s the best rating scale to use?

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.

Guide Read Should I Offer Incentives?

Should I Offer Incentives?

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.

Guide Read How to Respond to Feedback

How to Respond to Feedback

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

Guide Read How Should I Share Feedback With My Team?

How Should I Share Feedback With My Team?

Collecting feedback can be bad for your business. But sharing feedback can transform it. We’ll show you, with examples, why sharing doesn’t have to be scary.

Guide Read What Response Rate Should I Expect?

What Response Rate Should I Expect?

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.

Improving your Customer Feedback Processes

If you’re up and running with customer feedback and looking to get more from it, here’s how our clients get ahead.

Guide Read How to improve response rates.

How to improve response rates.

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

Guide Read Don't set a target for customer satisfaction score.

Don't set a target for customer satisfaction score.

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

Guide Read Dealing With Complaints

Dealing With Complaints

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.

Guide Read Benchmarking Customer Satisfaction

Benchmarking Customer Satisfaction

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!

Good For Customers, Great For Business: The CustomerSure Blog

Regular expert commentary and insight on customer feedback and customer experience.

Guide Read What is customer experience?

What is customer experience?

How customers experience your business will impact your overall performance. Understand what CX is and how to manage it with CustomerSure.

Guide Read Common Mistakes Businesses Make When Evaluating & Improving Customer Experience

Common Mistakes Businesses Make When Evaluating & Improving Customer Experience

Guide Read Unlocking success in 2024 with a robust Customer Experience Programme

Unlocking success in 2024 with a robust Customer Experience Programme

Looking ahead to the benefits a robust Customer Experience programme will bring to your organisation in 2024 and beyond.

Guide Read CustomerSure named as Finalist in the UK Customer Satisfaction Awards

CustomerSure named as Finalist in the UK Customer Satisfaction Awards

We’re delighted to announce that CustomerSure has been named as a finalist for a major national award!

Guide Read Helping Philips to take their Customer Feedback Program Transatlantic

Helping Philips to take their Customer Feedback Program Transatlantic

Learn how CustomerSure worked with Philips Oral Healthcare to gain insights to deliver global improvements.

Guide Read Why Customers Abandon Surveys

Why Customers Abandon Surveys

Let’s dig in to what we know about the reasons customers abandon surveys, and how you can prevent it happening.

Looking for help on how to use CustomerSure?

See all our guides

Whitepapers

Guide Read The Financial Benefits of Customer Feedback

The Financial Benefits of Customer Feedback

Customer Feedback is traditionally seen as a cost—a necessary evil for your analysis team.

This paper explains why this traditional approach is wrong, and how, when done well, customer feedback can generate profits.

Guide Read How To Implement an Effective Customer Experience Improvement Programme

How To Implement an Effective Customer Experience Improvement Programme

A lot of effort is wasted on CX initiatives which, frankly, make little difference.

This whitepaper describes how to deliver big wins for your organisation by delivering big wins for your customers

Guide Read Customer Experience: Are You Improving It Or Just Measuring It?

Customer Experience: Are You Improving It Or Just Measuring It?

Many customer feedback programmes set out to simply measure satisfaction, treating improving it as an afterthought.

Learn how to transform a survey programme into an improvement programme with measurable benefits.