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Customer Experience
Expertise

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.

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.

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.

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.

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...

NPS Surveys

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

NPS Benchmarks

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

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.

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…

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.

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…

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.

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.

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.

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.

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.

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.

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!

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.

Good For Customers, Great For Business: The CustomerSure Blog

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

Three reasons why real-time customer feedback is now essential.

Covid-19 has disrupted everything and people are cautious. Discover the best way to give your customers confidence to start spending again.

Why Do You Even Want To Send a Customer Satisfaction Survey?

There’s more than one kind of satisfaction survey. Sending the wrong type at the wrong time can lead to… dissatisfaction. We’ll help you get it right.

Five simple tips for improving tone of voice in customer service

If you want a two-way relationship with your customers, you need to master tone of voice. Here’s five tips to help you get it right.

How to GDPR-proof your Customer Satisfaction Surveys

It’s not hard to comply with the GDPR when you know what you’re doing. We’ll show you how…

Looking for help on how to use CustomerSure?

Whitepapers

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.

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

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.

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