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I like taking customer surveys and do so nearly every time I have useful feedback to share. Perhaps it's because I'm in the survey business. Or perhaps it's because I like to feel "heard" as a customer.Either way, I'm a sucker for a survey.I usually buy my groceries at Whole Foods or Safeway. After some recent shopping experiences, I wanted to provide  feedback. Serendipitously, my receipts from both stores asked the same question: "How was your shopping experience?" And they both provided URLs for my feedback, so I logged in.

The post Want Feedback? Make It So Simple a Kid Could Do It appeared first on Interaction Metrics.

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Customer Surveys: Pros and Cons The Pros They’re quick. They’re cheap. They allow customers to vent, which can boost opinions of your company. When customer surveys are done well, they: Provide digestible, quantitative data. Uncover nuanced qualitative insights. Enable progress to be tracked over time. But despite the benefits of a great survey, it’s dangerously easy […]

The post Customer Surveys Pros and Cons appeared first on Interaction Metrics.

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The Drives & Motion Division of Yaskawa America, Inc. has been recognized for its customer experience excellence with the prestigious Interaction Metrics Gold Award.To achieve the Gold Award, nearly 100 aspects of Yaskawa were analyzed using statistically-valid samples derived from customer feedback surveys sent to End-Users, Distributors, OEMs, and Yaskawa employees.The customer experience metric used to evaluate Yaskawa’s success is QCI™ Score (Quality of Customer Interaction).

The post Interaction Metrics Issues Gold Customer Experience Award appeared first on Interaction Metrics.

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Listening to your customers is smart—as long as you ask thoughtful questions that elicit useful insights. Unfortunately, when it comes to customer surveys, too many companies go through the motions, conducting customer surveys just to say they did it. That’s a big, BIG blunder. To avoid this, customer experience teams need to establish clear goals and put on their research hats. This means tackling customer experience with a research mindset.

The post How to Use a Research Mindset to Avoid Huge Survey Blunders appeared first on Interaction Metrics.

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Is your survey too long? Here are four solutions for how to shorten your survey and avoid survey fatigue with your customers.

The post How to Shorten Your Survey & Avoid Junk Data appeared first on Interaction Metrics.

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For anyone who hasn’t used a ridesharing app, once you’ve arrived at your destination, the app asks you to rate your driver between 1 and 5 stars. These ratings are said to provide valuable information, but if customers aren’t sharing what they really think what’s the point?

The post Answering NPR: Why 5-Star Rating Systems Don’t Work appeared first on Interaction Metrics.

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Do you have time for a survey? Can you give us some feedback?  Tell me how I did!

We are all too familiar with customer feedback requests as they bombard us from every side: email signatures, website pop-ups, phone queues (“press 1 after this call to …”), even the grocery gal circles a survey she’d like us to take at the bottom of the receipt.

The post How to Invite the Most Honest Customer Feedback appeared first on Interaction Metrics.

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There are many modes of customer service (phone, in-person, email, etc.). But, when done well, customer service chat is by far the best. It reduces customer effort, increases customer satisfaction and answers customers’ questions quickly. Plus, it’s less costly than the phone, is more immediate than email, and it amplifies conversion by showing up on your website just when customers are about to bail.

The post 5 Ways to Improve Your Customer Service Chat—Today! appeared first on Interaction Metrics.

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Survey Overload I know you get asked to take customer feedback surveys all the time, because I do. Even the shortest business trip results in at least 5 surveys: Delta wants to know about your flight; Hilton wants to know about your stay; Enterprise asks about your car rental and on and on. But the […]

The post How to Make Your Survey Better Than Nordstrom, Lowe’s, and Wal-Mart appeared first on Interaction Metrics.

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Listening to your customers is smart—as long as you ask thoughtful questions that elicit useful insights. Unfortunately, when it comes to customer surveys, too many companies go through the motions, conducting customer surveys just to say they did it. That’s a big, BIG blunder. To avoid this, customer experience teams need to establish clear goals and put on their research hats. This means tackling customer experience with a research mindset.

The post How to Use a Research Mindset to Avoid Huge Survey Blunders appeared first on Interaction Metrics.

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