Feedback Archives | CX Index™

October 2, 2020

Design for a Winning VoC Programme

In this blog, we discuss important opportunities where design can impact the way you engage your customers for feedback, for better or worse.

July 10, 2020

NPS 101: Passives

In this post, we explore NPS Passives. This is Part 3 of 3 NPS 101 lessons we have published over the past few weeks. Please check out our earlier lessons on Detractors and Promoters.

July 1, 2020

NPS 101: Detractors

n this post, we explore NPS Detractors. This is Part 2 of 3 NPS 101 lessons we will be continuing to publish over the next few weeks. Stay tuned for a follow-up lesson on Passives and check out our post on Promoters.

April 14, 2020

Cleaning Up Common CX Mistakes

Many businesses make the same mistakes when implementing their CX programmes. Some mistakes are easy to fix, but others require structural or organisational changes so that they don’t continue to impact your customers’ experiences or perceptions of your organisation. Here, we discuss some of the most common CX mistakes and tips for how to clean them up.

April 3, 2020

Tips to Improve the Quality of Your Survey Design and Analysis

The difference between a high and low quality survey can affect your response rate, data analysis capabilities and your customers’ ability to respond thoughtfully. These design tips will help you to get the most out of your survey so you can gain the greatest amount of insight from your customers.

April 1, 2020

Using Social Listening to Improve Your CX Strategy

Many brands have social strategies to reach out to customers to engage them about a product or service, but it's important to go above and beyond and use social media as a point of call for customer service.