Surveys

happy-employee

Ask About the Monday Blues to Measure Employee Engagement

Conventional wisdom says that employee engagement affects customer service and the customer experience. Engaged, satisfied employees tend to do their jobs better, whether that’s while talking to a customer or designing an IVR call flow. But what’s the measuring stick for employee engagement? What do we ask them to delve into their psyches and find …

Ask About the Monday Blues to Measure Employee Engagement Read More »

survey-on-a-tablet

Customer Survey Tips: How to Get Customers to Start and Finish Surveys

We can’t implement changes based on feedback if we can’t convince people a survey is worth their time to start and finish. A survey doesn’t do anyone any good if no one takes it or if no one finishes it. Four ways we can improve our chances are 1) a cover letter that sets expectations …

Customer Survey Tips: How to Get Customers to Start and Finish Surveys Read More »

enterprise-employee

Enterprise Rent-A-Car’s Thoughtful, Focused Approach to Surveys

“Isn’t asking for someone’s opinion and then not doing anything substantial with it or not telling them what you are going to do following their input tantamount to not asking at all? Follow up and follow through seems to be where there is a real issue.” —Adrian Swinscoe, customer experience expert and Forbes contributor Too …

Enterprise Rent-A-Car’s Thoughtful, Focused Approach to Surveys Read More »

Magnifying Glass

Conduct Surveys for Constructive Criticism, Not Praise

Surveys shouldn’t be about a vague sense of customer satisfaction levels. They should be about discovering the specific things we need to improve on and how we might improve on them. Constructive criticism is what we’re looking for, not nebulous data. We need laser-focused data on the areas we perceive as our weaknesses and the …

Conduct Surveys for Constructive Criticism, Not Praise Read More »