Tag: customer experience

1. A concise survey invitation increases response rates. Basics such as good grammar and correct spelling are obvious, but companies also need to consider brief wording.  Companies should partner with the survey provider to develop a unique invitation that will capture customer’s attention and encourage them to respond.
    
2. Communicate how long it will take to complete the survey– and deliver as promised.  Differing opinions exist about survey length, and it can be challenging for companies to balance the need for customer feedback in many areas while offering a survey that is not too lengthy.  Many times the invitation asks customers to complete a “short” survey, however, when customers dial in or access the link to the survey, they discover that survey completion takes longer than expected.  With a long survey, customers may abandon the survey before completion.  And worse, they probably will not participate in a future survey based on this one experience.

   Our experience shows that surveys with a maximum of 10 questions receive the best response rates.  Conduct trials internally and make note of how long the IVR or web survey takes to complete. After completing the internal tests, include how long it will take customers to complete the survey on the invitation.
    

Customer Experience Measurement Firm Recognized As Outstanding Small Business

CARY, N.C. – Elaine Buxton, president and CEO of Confero, Inc. (https://www.conferoinc.com), a national customer experience measurement firm, has announced that the firm has received a 2011 Greater Raleigh Chamber of Commerce Pinnacle Award in the Small Entrepreneurial Business category, presented on May 3 at the Raleigh Convention Center. The award is presented to entrepreneurs whose companies have exhibited staying power, innovation and community involvement. Confero was recently presented with a Stevie® Award in the Customer Service or Call Center Consulting Practice of the Year category in the 5^th annual Stevie Awards for Sales & Customer Service, and has been ranked on Inc.magazine’s Inc. 5000 list, distinguishing the firm as one of the nation’s top 5,000 fastest-growing privately held businesses.

Customer Experience Measurement Firm Supports Event To Raise Awareness Of Heart Disease As Leading Cause Of Death For Women

CARY, N.C. – Elaine Buxton, president and CEO of Confero, Inc. (https://www.conferoinc.com), a national customer experience measurement firm, has announced that the firm will be a corporate sponsor for the 4^th annual Triangle Goes Red for Women Luncheon, scheduled for Friday, May 6 from 10 a.m. to 1:30 p.m. at the Sheraton Raleigh Hotel, located at 421 S. Salisbury St. With a goal to increase awareness of heart disease, the number one cause of death for women, and to encourage preventative measures that lower the risk of heart disease, the Triangle Goes Red for Women Luncheon will include educational breakout sessions, a meet-and-greet, a heart-healthy lunch and a keynote address.

Companies use mystery shopping, IVR and web surveys and other measures of customer experience in an effort to increase customer satisfaction, which will hopefully turn into customer loyalty.  If your company is considering starting a customer experience measurement program (or if you are already using one) it may be helpful to calculate what the potential return on investment may be. 

Customer Experience Measurement Firm Ranked On 2011 List Honoring Privately Held Women- And Diversity-Owned Businesses

CARY, N.C. – Elaine Buxton, CEO and president of Confero, Inc., a national customer experience measurement firm, has announced that the firm has been selected as a Top Privately Owned Business by DiversityBusiness.com, distinguishing the firm as one of the top entrepreneurial companies in the country. Confero is included in DiversityBusiness.com’s annual Top Business List, a recognized and respected compilation of women- and diversity-owned companies that differentiate themselves in the marketplace. Confero was ranked No. 38 on the Top 50 Women Owned Businesses in North Carolina list, and No. 38 on the Top 50 Diversity Owned Businesses in North Carolina list. Confero’s position will be honored at the 11^th annual National Business Awards Ceremony and Conference on April 19 in Harbor, Md.