Feedback Archives | CX Index™

February 26, 2021

Strengthen CX by Introducing Sentiment Analysis to These 3 Channels

While qualitative information from metrics such as NPS, CES, and CSAT is beneficial for understanding how your business is performing, sentiment analysis allows you to go deeper to have a more robust view of the customer experience. You need sentiment analysis tools so that you can gain insights from every comment at a macro level. It makes it easy and straightforward to digest a large amount of data from multiple sources without much workforce or effort.

February 19, 2021

The Soft Skills Essential to CX Success

For Customer Experience and Service success, soft skills are essential to building and strengthening rapport and relationships with customers. Not only are they important for connecting to customers, but soft skills have a direct impact on KPIs such as NPS, CSAT, CES and CLV. They are the attributes that will keep your customers coming back and keep your employees happy and engaged.

January 29, 2021

How To Craft Survey Invitations for Higher Response Rates

The survey invitation will ultimately convince or entice your customers to give feedback, so it is just as important as the survey design itself. Consider these tips when crafting or redesigning your survey invitation to maximise your potential for higher response rates.

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.