Tag Archives: Satisfaction

Is it more important to acquire customers or to satisfy the customers you have? In “The 10x Rule,” Grant Cardone makes the vehement argument that customer acquisition is by far the more important target. Customer satisfaction is still important, he says, but businesses make a mistake when they prioritize it over new customer acquisition: Make your primary focus commanding attention …

While one of our favorite ways to gather customer feedback focuses on active listening during one-on-one sessions with customers, customer satisfaction surveys provide an opportunity to poll users on questions that might otherwise go unanswered. But here’s the thing: Customer satisfaction surveys are only valuable if you ask the right questions, in the best way, at the perfect time. That’s …

“Most customer satisfaction surveys aren’t very useful,” stated Frederick F. Reichheld in his often-cited article for Harvard Business Review. He explains that “they tend to be long and complicated, yielding low response rates and ambiguous implications that are difficult for operating managers to act on.” Even worse, customer satisfaction metrics often don’t have much influence on the executive team or …

The concept of a customer satisfaction score (CSAT) first gained recognition with the dawning of mass production. Movements such as Henry Ford’s mass production of vehicles led to dramatic decreases in production cost and made the importance of individual customer experience much less critical. These days, we’ve swung back the other direction. Even though mass production is still a norm, …

Customer satisfaction surveys are vital for measuring success within many customer-facing teams. However, making them is easier said than done. We’ve found that getting started is usually the hardest part, and we wanted to pitch in to help get you over the hump. With that in mind, we’ve put together a list of eight free customer satisfaction survey templates you …

Challenge: Before Help Scout, BombTech Golf’s support queue was disorganized. Emails were getting lost and deleted, resulting in slow response times and unhappy customers. As the business grew, the team wanted to gather customer feedback, and management wanted a high-level overview of how the support team was performing, which wasn’t possible with Gmail.  Solution: Help Scout centralized all of BombTech …