Reichheld's "one number you need to grow" has misled a lot of teams into building one-question NPS surveys. They don't generate enough information to drive change. Drawing on hundreds of NPS survey designs across B2B and B2C, here are the elements of an NPS survey that earns its response rate, including which questions to add, which to leave out, and whether you can change the scale.
US industry has spent USD 800 million a year on customer satisfaction for a decade, and the American Customer Satisfaction Index has barely moved. That's because satisfaction isn't the goal, loyalty is, and loyalty needs a different program. Here are the five steps to building a customer feedback program that actually moves the business, starting with linking loyalty to a financial outcome.
Contact centre projects move fast, and documentation gets treated like overhead, right up until something breaks and there's no audit trail. Here are the eight document types that matter (risk plan, change plan, comms plan, agendas, minutes, tasks, issues, project plan), and how to scale each to the size of the change so nothing's over-engineered.
Post-call IVR surveys are everywhere because they're easy to set up and produce agent-level scores. The catch: response rates are dismal, the channel cuts off mid-sentence, and the data quality suffers. Here's the honest pros-and-cons comparison against email/web surveys, with a checklist of things you must get right if you're going to use IVR anyway.
Most training feedback forms ask 15 questions and tell you nothing actionable about the course. After analysing tens of thousands of responses across hundreds of training surveys, six questions consistently emerge as the only ones that matter. Here's the list, why each one earns its place, and the popular questions you can confidently drop.
You've brainstormed, wordsmithed and polished the survey questions, but if you skip the TRACER check before you hit send, the survey will quietly under-deliver. TRACER (random sample, respect, actionable, clear, easy, relevant) is the six-attribute filter your survey must pass. Here's each attribute explained, with the most common ways surveys fail each one.