Gathering customer feedback is an important step in optimising the service delivery of your business. But this feedback needs to be analysed, pre-processed and cleaned up before you attempt to draw any meaningful conclusions. The first step is to weed out feedback that is aspirational, hypothetical and based on third party statements. After this initial [...]
There’s no doubt about it: When employees are engaged at work, they are significantly happier and more motivated—and it shows in their performance. In recent years, employee engagement has become a hot topic for many organizations battling high turnover rates and new employee expectations. However, despite acknowledging engagement as a priority, many organizations still have [...]
Driving to the office today I saw a delivery van with a QR code on the bottom of the driver’s door. Hmmm, no one is going to scan a moving vehicle, so don’t waste your time marketing like this. Another bad use of a QR code seen frequently is on a billboard, once again a [...]
WHY NOW? The year 2020. In saying it, we tend to picture a time much further in the future. In reality, however, just over a year will pass in the blink of an eye – especially in the fast-paced, competitive world of business. Just think of all the changes taking place right now, among B-to-B [...]
Surveway helps you turn your CX targets into KPIs Food retailers operate in a fast-paced industry where the customer experience is crucial, so the operations need to run to the highest of standards. There are countless tasks to look after, many of which directly contribute to the customer’s shopping experience. Surveway is a powerful turnkey [...]
Would you like to know what a good response rate is to your customer satisfaction survey is? There is an absolutely bulletproof method for calculating the exact response rate which is best for your survey, and your business. To make this calculation work, you might have to let go of some assumptions you may hold dear, for instance: If [...]
Ai and IoT are new “buzz” words and working their way into our daily lives. Smart devices have become cheaper and save a huge amount of money for projects at the end of the day. For example- when the PWC building was being built, at Waterfall Park, the concrete was poured daily for 18 months, [...]
Manager Call Pad with Survey Give your customers the opportunity to let specific department staff members or management know when requiring assistance at a key customer touch-point. *Free Up Staff *Instant Alerts *Faster Response *Increase Basket Spend Why Call? Pads ( with smiley face buttons) can be strategically placed at various customer [...]
THE PROBLEM! How often have you visited a public toilet, only to be met by the absence of soap, a blocked toilet, dirty or broken seats and doors, and no toilet paper! And yet you have no way of reporting the problem? This happens all too often, leaving your customer with a bad experience and [...]
When dealing with a customer that has rated service poorly (using a Surveway customer feedback pad), and you are faced with responses like “It was my child”, “I never pressed poor, I was just testing to see that it works...”, and the possibility that staff are tampering with the pads, it is important to [...]
