Tag: Customer Feedback

Some companies operate at high performance year after year, and others scrap to stay in business. The variable most often missing from the under-performers is genuine customer advocacy, a way of operating that goes well beyond fee-for-service. Here's how high-performing companies set themselves apart, written by guest contributor Seb Atkinson.

"I don't believe that NPS, you don't have a big enough sample size." It's becoming the go-to objection from anyone who doesn't like a feedback result. Most of the time it's wrong, and a five-point dataset can be statistically meaningful. Here's what sample size actually means, and how to get past slide one without an argument.

Writing a customer survey from a blank page is a slog, and that's why so many surveys end up oddly shaped. Break the survey into the five logical sections every survey needs (intro, attributes, outcomes, closing, thanks), and the drafting work shrinks dramatically. Here's the template, with what each section is for.

How much can a single word in a survey question shift the answer? Substantially more than most survey designers think. This short video walks through a real example, "easy" vs "difficult" in the same question, and shows why word choice quietly biases your data before the respondent even gets to the scale.

The Australian Privacy Principles came into force on 12 March 2014, and they have specific implications for the way customer feedback programs are run, particularly the direct marketing rule (APP 7) and cross-border disclosure rule (APP 8). Here's a non-lawyer's walk-through of what changed and what to update in your feedback program. Caveats apply; this is not legal advice.

Statistical analysis is a vast field, but the bit you actually need for customer feedback is tiny. Master a handful of techniques and you'll outrun ninety percent of the teams working alongside you. Here are the only statistical analyses you need, what they're for, and how to know when to reach for each one.