Why bother with a Customer Satisfaction Survey?

Customer satisfaction surveys help companies measure satisfaction, identify unhappy customers and find potential advocates. For most companies, customer satisfaction ratings can have powerful effects. Firstly, they help focus employees on the importance of fulfilling and exceeding customer expectations. Secondly, when satisfaction ratings dip, they warn of potential problems that can affect future revenue. Customer satisfaction metrics assist with [...]

By |2019-08-18T10:11:16+02:00Dec 1st, 2016|

Give your opinion on your dining experience

How often have you been at a restaurant and been asked “how is the meal?” – if it was bad you would like to let them know it was not too good, but what people usually do, is just say “it was fine”  with a tight smile and not say anymore. The reason people usually [...]

By |2016-07-11T06:44:37+02:00Jul 11th, 2016|

How would you rate South Africa with a NPS?

The customer loyalty and satisfaction measure the Net Promoter Score (NPS), established by Bain & Company in 2003, is an evaluation tool designed by Fred Reichheld, a partner in the company. It is a one-question survey, which evaluates how an organisation treats the people whose lives it affects. It measures the state of the company, [...]

By |2019-08-16T08:22:37+02:00Apr 14th, 2016|

The Resurgence of The QR Code

Whilst this was developed in Japan in 1994, and were used all over in the later 2000’s –, in subways, packaging, POS, clothing and many more, applications, the use of the QR code slowly died off, but have recently seen a huge resurgence. On a recent study on Millennial brand engagement, it shows millennials are [...]

By |2019-08-16T08:23:42+02:00Apr 12th, 2016|

We Want Your Feedback (Well, Not Really)

We recently read this priceless article which was published in "Customer Think". The article hits the nail on the head and really does make us wonder what some companies are doing, treating their customers like this. What do you do when a company asks for your opinion… and then refuses to let you voice it? A [...]

By |2019-08-16T08:35:42+02:00Apr 5th, 2016|

Why customer satisfaction is vital to growth

Customer satisfaction is a marketing term that measures how products or services supplied by a company meet or surpass a customer’s expectation. Customer satisfaction is important because it provides marketers and business owners with a metric that they can use to manage and improve their businesses. In a survey of nearly 200 senior marketing managers, 71 percent [...]

By |2019-08-16T08:38:15+02:00Apr 3rd, 2016|

Survey Goals and Objectives part 2

In part 1, we have briefly covered the definition and purpose of a customer satisfaction survey. We also discovered that a customer satisfaction survey is a process and should be approached in a systematic way. Bypassing certain steps in the process could jeopardize the overall success of the survey. Knowing your customer is satisfied could [...]

By |2019-08-16T08:39:40+02:00Apr 2nd, 2016|

Survey Goals and Objectives part 1

In the past customer satisfaction and market research surveys were mostly conducted by research companies. Today, web and mobile technology, increased processing power, single-version-of-the-truth dashboard reporting and user friendly analytical tools has put the capability to conduct meaningful surveys within the reach of the smallest company or department. But surveying is often misunderstood and misapplied. [...]

By |2019-08-16T08:40:44+02:00Apr 1st, 2016|