SurveySensum

Since the beginning, marketers, researchers, and businesses relied heavily on telephone surveys to interview people to gather and understand customer feedback. They used CATI/ phone surveys to gather insights about the customer challenges, expectations, and behaviors to launch or improve products and services in the market. So, what are CATI or Phone Surveys? CATI (Computer Assisted Telephone Interviewing) or phone survey is a method where an interviewer uses a script on his computer screen to interview or collect responses from a participant or a customer over the telephone.  They recorded all the responses within the computer to save time transferring data from paper to digital format. Yet, the issue was that they had to wait for a long time until they collected a certain number of responses. And not just that, they had to dedicate a team to compile all these responses manually and prepare reports.  It was widely used in the past as respondents did not need a computer to res...

How’d you feel if you called customer service and they resolved your issue in just 2 minutes? You’ll be content after receiving such a good response. Well, something similar happened to me yesterday.  After a hectic day at work, I ordered my favorite ice cream to make the day a little better. According to the app it was supposed to be delivered within 30 minutes. But neither it was delivered on time nor did the delivery executive take my calls.  But after multiple calls to the delivery exec, when I reached out to the food aggregator, not only did they give me a discount on the next offer; along with the ice cream, they sent me a sandwich (as per my previous orders) for me.  And yes, they apologized for the entire experience. I was overwhelmed. The effort they put in to make me  (one regular customer)  happy left me in awe.  I talked about my experience on Twitter. And not just that, I encouraged my friends to try the ice cream cafe. That’s something CUSTOME...

There are multiple customer experience platforms out there. Qualtrics and Medallia are the two of them. Apart from creating surveys, analysis, and reporting, there is so much more to both of them. But which one is the best? Let’s dig further to help you choose between the best of the two options – Qualtrics or Medallia.  Qualtrics – Features and Limitations Do you want to know how your customers feel about your products/ services, or what your employees feel about your organization?  Then, Qualtrics is your choice. Qualtrics is a web-based CX platform that enables you to create and run customizable surveys. It helps you gather omnichannel feedback and gives you in-depth insights and reports using advanced analytical tools. Also, it helps identify the emotions, tone, and sentiment hidden in each response.  Click to read more:  https://www.surveysensum.com/blog/qualtrics-vs-medallia/

Have you recently bought a car? After buying a car or any other product, you must have received a phone call asking for your feedback on the purchase. On the call, an interviewer will talk about your buying experience, product experience, or service experience. This phone call is called CATI – Computer-Assisted Telephonic Interview. Let’s understand this. So, what is CATI? CATI or computer-assisted telephonic interview is a traditional research method where interviewers ask some questions from the respondents over the phone call. Basically, the interviewer reads a set questionnaire from the computer, gathers respondents’ answers, and punches it into the system (or sometimes the software automatically records it). CATI is similar to paper surveys, except everything is done online.  Click to read more:  https://www.surveysensum.com/blog/cati-survey/

If you are looking for the best free alternatives to SurveyMonkey, then you are at the right place. Each survey tool comes with different capabilities and is available at diverse price points. Though often we assume a brand or product is the best in the industry, we always look for alternatives that can fully meet our business preferences and is a value for money.  SurveyMonkey is survey software that helps organizations gain insights into their audience. It is one of the most prevalent survey tools in the market. You can use it as a general-purpose software for conducting surveys and generating insights.  But that’s not enough for the organizations. And they start looking for SurveyMonkey Alternatives. Click to read more:  https://www.surveysensum.com/blog/surveymonkey-alternatives-and-competitors/

  I recently bought a microwave from an eCommerce website.  Within 1 hour of the delivery, they sent me an NPS survey asking ‘How likely are you to recommend the product to your friends or acquaintances?’ I haven’t even unboxed it yet! Why will I recommend it to anyone? This is one of the most common gaps of many CX programs. Wrong Survey – Wrong Timings! Instead of sharing an NPS survey, at this touchpoint share a CSAT survey asking ‘How was your delivery experience?’ Asking the right questions at the right touchpoint is incredibly important to deliver an exceptional customer experience. But there are many kinds of surveys out there. NPS, CES, and CSAT are the most common ones. All three help you garner customer feedback on their experience with your brands or the product.  So knowing which survey to use at what time and asking the right questions has always been a challenge for the CX practitioners. While one may be suitable for one use case, it might not be for the oth...

  Customer feedback plays an important role in enhancing your services and products, improving growth, and serving an all-around excellent user experience.  But you have to put effort into understanding the emerging customer insights and make the required improvements possible.  Customer feedback tools make this process easier and way more effective.  So, what is a customer feedback tool? A customer feedback tool is software built to help you create and distribute customer feedback surveys to gather feedback, analyze insights, and act accordingly. A well-designed customer feedback tool will have important features like NPS surveys, CSAT surveys, text and sentiment analysis, omnichannel feedback, great support, and so on. There are many kinds of customer feedback tools offering multiple features. Choose the right one depending on your business goals and needs. No matter what tool you pick, it should help you better understand customer experience and improve it. But, h...