by Annette Franz | Sep 27, 2017 | feedback, listening, response rates, survey design, surveys, voice of customer, voice of employee
Image courtesy of PixabayHow can you be sure that your VoC initiative stays fresh and relevant?Continuous improvement is just important for your VoC initiatives as it is for your entire customer experience journey/transformation. What are you doing to ensure that your...
by Annette Franz | Feb 2, 2012 | best practices, EFM, mrx, response rates, survey design, surveys, voc, voice of customer
I wrote several posts in January that I’ll call my “Successful Surveying Series.” Take a look at the four posts linked to below to learn how to:Design a surveyCreate compelling messaging/invitationsLearn the difference between response and completion...
by Annette Franz | Jan 17, 2012 | EFM, email content, response rates, trust, voc, voice of customer, voice of employee
Last week, I posted a mini-series on maximizing survey response rates in which I mentioned the importance of survey invitation and reminder content, deliverability, and timing. In today’s post, I’ll delve a bit deeper into content and deliverability...
by Annette Franz | Jan 12, 2012 | customer experience, customer satisfaction, EFM, employee feedback, mrx, response rates, statistics, survey design, surveys, voc, voice of customer, voice of employee
This is the second part of my mini-series on how to maximize your survey responses rates. Thanks for reading the first part and coming back for this one! Let’s dive right in.If you execute well on the following 10 items, you should have great success in...
by Annette Franz | Jan 11, 2012 | customer satisfaction, EFM, employee feedback, mrx, response rates, statistics, survey design, surveys, validity, voc, voice of customer, voice of employee
Yesterday I wrote about guidelines for proper survey design. Today’s post is the first in a two-part series about how to maximize your returns on that well-designed survey. I’ve written on this topic before, namely for an article for CustomerSat’s...
