20 Most Popular Posts of 2012

While we highlight the most popular posts from a given month in our newsletter, one of my favorite activities is to look back and see what posts were the most popular overall each year. Keeping with tradition, here's a look back across the 20 most popular posts of 2012!   Customer Loyalty Month: 25...read more

Performance Reviews at Work - It's That Time of Year!

Whether you are part of a big or small company, this is typically the time of year for performance reviews as the year's events come to a close. Performance reviews can have a significant impact on an employee's pay increase as well as on the motivation of the individual. With that in mind, here are...read more

A Better Approach to Performance Reviews

In a recent Wall Street Journal article, Samuel Culbert gets down to the nitty gritty of what he hates about performance reviews. From breaking down the negative effects on the employee-manager relationship to discussing the personal biases that cloud face-to-face subjective reviews, Culbert reveals...read more

Employee Morale Survey - Reviews Aren't One Sided

In one of my recent posts, I explored the value of conducting employee training surveys to recognize the strengths and weaknesses of your company's training program. While understanding how well you are preparing your workers for their responsibilities is crucial, checking to make sure they are...read more

Net Promoter Score Defined

Net Promoter Score is a management tool that can be used to gauge the loyalty of an organization’s client base. It serves as an alternative to traditional customer satisfaction measurements. Net Promoter Score (NPS) is a metric developed by Fred Reichheld, Bain & Company, and Satmetrix to measure...read more

3 Things To Do When You Change Survey Scales

When you first start a survey program, whether it's a job evaluation and employee review form, an internal customer service survey or a public opinion poll, you have a lot of decisions to make. You need to select a survey method, survey system, sample size... And you have yet to write a question....read more

Use Customer Service Feedback for Employee Assessments

Every organization should ask themselves What is good customer service? and create their own definition for good customer service based on the answer they come up with. Giving customers the opportunity to provide feedback on their customer experience is one way to improve customer service quality,...read more

The Best of... Top 10 Survey Best Practices & Survey Pitfalls

A year ago, the Cvent Web Surveys Blog posted it's first post. Over the past year, we've shared many survey best practices with you that can be applied to online surveys and paper questionnaires alike. Here's a list of some of our most popular posts: • Tips For Providing Survey Incentives: We get...read more

Quick Guide to Basic Statistics Used For Survey Analysis Techniques

No matter what kind of survey questionnaire you're working on, whether it's an employee satisfaction survey, product market research, a customer service questionnaire, a job performance review template or a customer satisfaction survey, having some basic knowledge of statistics and related terms is...read more
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