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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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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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