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5 rules for creating a powerful customer feedback gathering system

[fa icon="calendar'] Jan 2, 2017 12:26:17 PM / by Matti Airas posted in Customer Experience Management, NPS, CES, root cause analysis, transactional NPS, cem

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At Etuma, we have analyzed hundreds of different feedback processes and formats and seen what works and what doesn’t work. For a feedback analysis company, we have become surprisingly expert in the process of gathering feedback. We have learned how to design a survey process that both maximizes the volume of open-ended feedback and provides concrete actionable insights.


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In case you missed it: Our most-read blog posts from 2015

[fa icon="calendar'] Dec 10, 2015 11:05:55 AM / by Matti Airas posted in customer loyalty, NPS, CES, Customer Feedback Analysis, root cause analysis

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I summarized here the most important insights. In case you want to dig deeper, the blog titles are the link to the blog posts.

How Apple Is Using NPS To Test Apple Watch In-Store Try-On Process

Apple isn’t known for using customer feedback to fine tune their products or processes. But when a company is fundamentally changing the way we buy a product, customer feedback is essential.

How to Implement a Service Recovery Program

Don’t let mistakes lead to customer turnover. A simple but powerful idea, but I am afraid that most companies have still not implemented a systematic service recovery program.

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Net Promoter System: How to Extract the Root Cause for NPS Score Change

[fa icon="calendar'] Mar 16, 2015 11:24:00 AM / by Matti Airas posted in Feedback Analysis, Customer Experience Management, customer loyalty, NPS, root cause analysis, retail cx, loyalty management, transactional NPS

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Is it possible to hear the true voice of the customer, if the most genuine form of customer feedback -open text comment - is turned into statistical information?

Statistical information might be valuable when pinpointing problem areas but it doesn't reflect the nuances of human interaction. It doesn't tell the reason - the why. The process of finding the reason is called root-cause analysis.

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