Complaints Reveal Bank Customers Are Dissatisfied

In an earlier post, I discussed the need for banks to monitor customer satisfaction levels as a troubled financial climate worries many account holders about the security of their money. But a recent Better Business Bureau study shows that banks aren't doing nearly enough to please their customers....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

Do You Need All That Data?

Do you need all the data you collect? Is every piece of it valuable and used? Or do you simply collect data and report on it just for the sake of doing it? Chances are, you don't need every piece of data you ever collected. A good example is website forms. Often I see forms that ask me for my fax...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
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