Adam Ramshaw

Writing the Perfect Customer Feedback Survey Invitation

You already have a great survey invite subject line and now you need to follow that up with an email body that drives people to start the survey. The invite doesn’t have to be long and complex, in fact it should be short and to...

Here are the Most Effective Customer Feedback Survey Incentives

Sitting with management at the final review for your customer survey questionnaire someone is going to ask about the incentive for survey completions. It’s a good question but what is the right answer? Here are the most effective customer feedback survey incentives and when you...

Email Subject Lines that Drive Customer Feedback Survey Responses

Before a customer can complete your meticulously developed customer feedback survey, they need to open the email invitation. You have precious few seconds to prevent their finger jabbing at the delete key and your subject line is your first defence. So make it a...

The Best Practice Net Promoter Roll-Out Process

Okay so you know what you need to implement but how do you get there? When I talk to most new clients they want to start with Listen. Let’s send some surveys they say. However, best practice is to hold off on that and start...

The 6 Critical Success Factors to Customer Feedback Success

There are six key requirements for successfully implementing Customer Feedback or Net Promoter that you need to keep in mind as you launch the process. Senior Management Buy-In Firstly you must have buy-in from senior management. Getting a Net Promoter program up and running takes…

Post Call IVR Surveys: Popular But Not That Useful

After spending 15 minutes on the line to my bank the nice lady asks me if I will hold on the line after she hangs up to take a short survey. Sure what's one more survey to someone who lives them 24/7! After a couple...

Are These the Worst (Real) Customer Survey Questions You’ve Seen?

I’ve seen a lot of customer surveys in my time and this is in the bottom 20%. If it came from a small company that didn’t know any better and didn’t have the ability to get good advice I’d understand. On the contrary this...

Can Your Words Influence Their Response? [Video]

A simple change in words can influence the response. Choose your words wisely as it may skew your results! Transcription of this Video Hi, my name's Adam Ramshaw. I'm from Genroe. Today's customer feedback question is "How much can one word in the question influence…

How the New Australian Privacy Principles affect your Customer Feedback Program

Disclaimer: I will preface this post by stating that I am not a lawyer. The information below is my understanding from reading the documents and consulting with some specialists. It is provided in good faith and with no warranty of any kind. You may be...

Crazy Domains and Buffer, their PR Responses: The Pain and The Glory

If you have a social media bone in your body you will know about the recent hack of Buffer. You may also have seen or experienced its response, I know I did. In my opinion, and many others, Buffer did a stellar job in responding...

Don’t Waste Your Time On External Net Promoter Benchmarks

It comes in many flavours but easily the most common question on Net Promoter that I get asked is: how does my score compare to my peers? Unfortunately it is also the question with the answer that people want to hear the least: there are...

Carlson Restaurants Share Four Big Insights on Net Promoter

Carlson Restaurants operate some 900 restaurants globally and over the last few years have driven immense value from the Net Promoter process in the US. You may not immediately know the Carlson name but if you live in or have visited the US you...

More Proof (if you needed it): Take Care When Comparing Net Promoter(r) Numbers

It's almost as primal as the urge to survive. It's the urge to compare your performance to others and corporate Net Promoter Scores® are not immune. Comparing is good, great in fact, so long as you're comparing apples with apples. The trouble is that when...

Pithy Customer Feedback Insights via the BBC and Rob Markey

Rob Markey (a partner with Bain and global leader of the firm's Customer Strategy & Marketing practice) provided some very focused and pithy remarks in, of all places, a recent BBC radio show. The context was a discussion that centred on the NHS (National Health...

5 Whys Root Cause Analysis Template and Process

Your customer feedback data collection process is going just fine. You're collecting lots of interesting results, sending reports to your peers and generally feeling good. But there's a nagging problem: nothing is changing in the business. The scores are not improving, but they are...

What is a Good Net Promoter Score? [Video]

This is a commonly asked question I get from many different organisations. So what exactly is a good Net Promoter Score? Transcription of this Video Hi, my name's Adam Ramshaw and today's question is what's a good Net Promoter Score. This is a question I…

Zero is a Special Net Promoter(r) Number

One may be the loneliest number but, when it comes to Net Promoter, Zero is more special than you realise. I've been saying for a while now that when someone gives you a zero in a Net Promoter Score® survey they are not just...

New Research: Involving All Staff in the Customer Feedback Process

I'm sure you've heard that you need to engage all staff in the customer feedback process. So have we, and we recommend to all of our clients to do just that but our recent research report The 9 Secrets of Successful Customer Feedback and...

Why should I choose NPS(r) over Customer Satisfaction, or Customer Effort Score?

In the search for the perfect customer feedback metric there is an ongoing arms race. It started with the venerable Customer Satisfaction. Then came Net Promoter®. More recently we have seen Customer Effort Score, and another new word of mouth metric recently released. What...

Have you Paretoed your Pareto?

No it's not a new dance craze the kids are all doing nor that cool new restaurant downtown. Paratoing the Parato is all about doubling down your focus to the very few things that matter the most. A client pointed the idea out to me...

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