Companies are obsessed with providing the best possible customer experience and for good reason. When something goes wrong along that journey–necessitating a call to customer service–getting the customer quickly back on track is critical to minimizing the impact on the experience. Companies are especially interested in how these interactions go and hunger for data to help ensure the best possible customer journey.
Enter customer surveys. Done correctly, questioning customers about their service interaction is a great opportunity to gauge customer disposition and to correct service issues. Done poorly, surveys fall short of collecting actionable data and ultimately have a negative impact on customer experience.
https://customerthink.com/are-your-customers-suffering-from-satisfaction-survey-fatigue/
How much value can you get from connecting customer feedback across all the touchpoints of your customer’s journey?
Collecting feedback is critical to improving customer experience, developing better products and services, and nurturing customer love. Unfortunately, most companies only collect feedback in a single place, and usually only after a transaction has been completed. Even when customer sentiment or opinion is captured in different ways or through distinct channels, companies often fail to ‘stitch’ together the emotions and comments expressed, and evaluate exposed trends to build a more complete picture of a customer’s journey experience.
https://www.business2community.com/customer-experience/tapping-the-touchpoints-of-customer-feedback-journeys-02177642/
That is according to a study by market researcher Maru/edr, which found that less than half of financial services customers have been asked to give feedback in the last year.
This is despite the Financial Conduct Authority’s (FCA) Treating Customers Fairly policy suggesting that feedback is one of the best ways to comply with the initiative.
The research also shows that around half of customers think they can be treated unfairly by providers, while less than a third rate the communications they receive highly.
“Customer feedback is vital for brands looking to protect and grow their market share," Maru/edr chief research officer, Steve Brockway, said.
http://www.theactuary.com/news/2019/03/financial-services-firms-failing-to-capture-customer-feedback/
Mopinion has joined forces with online automation tool Zapier to deliver quick and easy integrations between your Mopinion feedback data and HubSpot CRM (among other app integrations). Thanks to Mopinion webhooks, integrating your feedback with HubSpot is a breeze. Ready to start relaying your feedback data to HubSpot CRM in real-time? We’re here to help you get set up.
https://mopinion.com/integrate-mopinion-with-hubspot-crm-using-zapier/
In this time I’ve seen everything from complex multi-page forms to (the worst crime) nothing at all. This blog will cover Net Promoter Score (NPS) in digital feedback and how you can use it effectively. While NPS can certainly work for digital feedback, it’s nature as a customer loyalty metric means that there are some caveats.
https://mopinion.com/how-to-collect-nps-on-your-website/
Feedback form templates are an easy way of getting your feedback form(s) set up. Depending on who you will target for feedback, what you want to achieve and of course, how you’re going to achieve it, there are different feedback form templates you can apply to your website or mobile app. These templates use various different metrics and follow up questions that help your visitors supply your business with meaningful and actionable feedback.
https://mopinion.com/the-best-feedback-form-templates-for-your-website/
UX design is all about providing your users with the information they’re looking for, and doing so in the cleanest and most intuitive way possible. However, in order to do this successfully, UX designers must understand how their visitors experience the website or mobile app; a task which can get a little sticky if they don’t have the right tools in place.
https://mopinion.com/why-ux-designers-need-user-feedback/
Creating or enhancing your website can take a lot of time and effort, especially when you factor in user feedback. The process involves lots of emailing back and forth, revisions to pages, and meetings among designers and developers as well as various other teams within the company. Well, at least that’s how it used to be done. Luckily, today there are various types of visual feedback tools on the market that enable web designers and developers to establish and optimise their websites.
https://mopinion.com/how-to-use-visual-feedback-for-web-design/
We have some exciting news for all of the Google Analytics geeks out there! Mopinion has just launched a new Google Analytics (GA) integration that will enable Mopinion users to track and analyse feedback form results (such as scores and feedback categories) combined with user behaviour directly from GA – and this time, without the hassle of setting up these events manually.
https://mopinion.com/customer-feedback-google-analytics-integration/
Mopinion released a new machine learning technology within its digital feedback analytics platform: automatic feedback categorisation. This technology employs machine learning techniques that make the analysis of qualitative feedback data – by way of labeling and categorisation – a much more fluid and systematic process.
https://mopinion.com/machine-learning-technology-for-advanced-feedback-categorisation/
