We store cookies on your computer so we can recognise you when you return. By continuing to use this site, we assume you accept these cookies.
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 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 VoC Best practice: 3 Golden Rules

VoC Best practice: 3 Golden Rules

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.

Guide Read What is Voice of the Customer?

What is Voice of the Customer?

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.

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?

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.

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 A business case for your VoC programme

A business case for your VoC programme

A complete guide to writing a business case for a 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.

Guide Read ICS Conference 2024: Five CX trends

ICS Conference 2024: Five CX trends

We spoke to attendees at the Institute of Customer Service Conference: What trends will influence CX in 2024?

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 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.

Looking for help on how to use CustomerSure?

See all our guides