10 Big Customer Survey Mistakes (and how to avoid them)
A free guide to the ten most common mistakes B2B teams make when running customer surveys, from question wording to sample selection.
Resources
Free Downloads
Free customer experience, NPS and customer feedback eBooks, templates and reports. Practical guides you can put to work today.
4 Steps to Customer Experience Management
A free guide outlining the four-step framework Genroe uses to take a customer experience programme from ad-hoc effort to measurable business impact.
5 Whys Root Cause Analysis Template
A free 5 Whys root cause analysis template, the simple structure for working backwards from a customer feedback symptom to the root cause that actually needs fixing.
Acceptable Survey Response Rate Calculator
A free calculator that tells you what survey response rate you need to hit, given your population size and the confidence interval you want around the result.
Customer Lifetime Value Estimator (Excel)
A free Excel-based Customer Lifetime Value estimator. Plug in your retention rates, margins and acquisition costs to see what each customer is really worth, and where you should invest to keep them.
Customer Retention Rate Calculator
A free Excel calculator for tracking customer retention rate over time. Pairs with the Return on Retention Estimator to show the revenue impact of improving the number.
How to Implement an Effective Customer Feedback System
A practical guide to designing a customer feedback system that drives action, not reports, programme design, survey strategy, close-the-loop.
Maximise Your Survey Response Rate
A free guide and checklist for the practical levers that move customer survey response rates. From / subject line / preview text, send time, mobile rendering, reminder cadence, survey length.
Net Promoter Business Case Benchmark Outcomes
A free reference document with benchmark outcomes from NPS business cases, the revenue, retention and share-of-wallet impacts companies have delivered, with sources.
Net Promoter Score in Excel, formulas and template
A free Excel spreadsheet with the formulas to calculate Net Promoter Score, promoter / passive / detractor counts, segment breakdowns and trend reporting.
NPS Monthly Report Template
A free Excel template for the monthly NPS report, score trend, segment breakdowns, driver analysis, close-the-loop status. Ready to drop in your data and present.
NPS Statistics Spreadsheet, margin of error and confidence intervals
A free spreadsheet for calculating the statistical significance of NPS movements, margin of error, confidence intervals and whether a change is real.
Return on Customer Retention Estimator (Excel)
A free Excel model for sizing the revenue impact of small retention improvements. Plug in your churn rate, average revenue per customer and growth assumptions to see what each percentage point of retention is worth.
Service Recovery Implementation Guide
A practical playbook for service recovery, designing the close-the-loop process that turns unhappy customers into loyal ones, with templates.
Subject Lines That Drive Survey Responses
A free guide and swipe file of subject lines proven to lift customer survey open and response rates. Patterns to use, patterns to avoid, worked examples for B2B.
Survey Data Analysis in Excel, template
A free Excel template for analysing customer survey data, cross-tabs, segment views, trend reporting, and the formulas you need to get from raw responses to a report you can act on.
The Business Leader's Practical Guide to Net Promoter Score
A practical, step-by-step guide for business leaders implementing NPS, programme design, close-the-loop and turning feedback into revenue.
The Customer Survey Question Sourcebook
A free reference book of customer survey questions, proven wording for satisfaction, loyalty, effort, value, repurchase intent and free-text follow-ups. Pick the questions, drop them into your survey.
The Definitive Guide to B2B Customer Experience
A practical guide to designing a B2B customer experience programme that drives revenue and reduces cost. Strategy, voice of customer, journey mapping, governance, technology.
The Perfect Survey Invite, template and worked example
A free email template and worked example for the survey invitation that gets the highest response rates. Covers from / subject / preview text, opening line, and the close that drives clicks.
Webinar, Survey Analysis in Excel
A recorded webinar walking through practical survey analysis in Excel, cross-tabs, segment views, trend reporting and the analysis traps to avoid.
Webinar, The NPS Report
A recorded webinar walking through what a good monthly NPS report looks like, what to include, what to leave out, and how to present the results to executives who don't have time for context.
Webinar, Using 5 Whys Root Cause Analysis on Customer Feedback
A recorded webinar showing how to apply the 5 Whys root cause analysis technique to customer feedback so each issue is fixed at its source, not just at its symptoms.
Webinar, Using Customer Feedback to Grow Sales
A recorded webinar showing how to take customer feedback signals, NPS, CSAT, free-text comments, and turn them into qualified sales opportunities and expansion revenue.