tabsurvey blog

satisfaction drops

Customer satisfaction drops for the seventh quarter in a row

Recent trend shows a steep decline in customer satisfaction across the globe. Particularly America is in decline.

The American Customer Satisfaction Index (ACSI) measure overall customer satisfaction in the U.S. The score is from 1 to 100 and benchmarks industry level for customer satisfaction. Latest measurements show customer satisfaction has been dropping consistently for the past seven quarters.

The report shows that customer satisfaction drops across all measured industries in the manufacturing and nondurable goods sector. Though overall inflation is low, food and beverage prices have increased, which is contributing to lower customer satisfaction with non-durable products. Nearly all companies score lower now compared to a year ago.

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Select survey methods for better strategic fit

The two sides to business feedback (Part 2)

Last article gave an account of the two main approaches to surveys; namely, push and pull. Today will focus on getting the mix right for you and your organisation. We give you four essential questions that, when answered, will give you a clearer view of your best fit.

Getting to the right mix is not a one solution fix for all companies and will change along with context. Rather, it is a roadmap to understanding important factors of influence. What is a best fit for your organisation will likely fail for others. So, factor in the difference, take what you can use from the questions below and find you ideal fit!

 

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Select survey methods for cost-efficiency, culture and needs

The two sides to business feedback (Part 1)

Setting a good approach for your survey  is an important step to get the good results that you want!

Todays article will focus on two central strategies that businesses use to collect data. Namely push and pull. These two approaches are similar to marketing efforts. Continue reading →

Avoid making these mistakes in your survey

Get to better questions with these tips!

Have you ever been asked one of those irritating questions where you don’t know exactly how to respond?

Imagine you are at a mall and go into a store. There they ask for feedback from their customers. You get prompted with a “Hi, please give us some feedback” on an iPad device. Next up you see the questions, one of which might sound something like “Did you find what you were looking for?” (Yes/No).

Now imagine how a person could potentially respond to this question. If they walked in just to browse through what you have, then the question is quite hard to answer. The question assumes that everyone is looking for something specific. If they found what they were looking for, but not in the right size/colour, then a yes or no question also makes answering difficult. Yes, they found what they were looking for but not exactly.

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Happy customers and employees

The added benefits of improving the workplace for your employees

Enjoy higher customer loyalty and recommendation

Tabsurvey has over a three months period collaborated with Hotel Manager, Mattias Thorsteinsson at Cabinn City Hotel by providing software and help for his research. The focus of the work was to research the correlation between employee satisfaction and value of services provided (customer satisfaction) in order to enhance the quality of customers’ experience.

The backbone of the hypothesis was grounded in the Service-profit chain framework developed by researchers at Harvard university (Heskett, Jones, Loveman, Sasser & Schlesinger).

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satisfaction at roskilde festival

Improved communication at the second largest festival in Europe

Despite intense workload and more than 130.000 people in attendance, Roskilde Festival improved communication throughout the entire week.

This year, Tabsurvey attended Roskilde Festival and had a blast. We got a close look at how the machine behind the great festival operates and were purview to the new structure at Roskilde Festival that is developing. Roskilde Festival used tabsurvey to look at the internal relations amongst the different stakeholders to focus on improving teamwork and communication amongst the different groups operating within Roskilde Festival.

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Stronger brand image through better survey structure

Vamp up the number of data and ensure a positive experience for your responders

A how-to on designing survey length and architecture

There are many perspectives to use when you are designing a survey. Each is good for it’s own purpose and depend in large by the nature of your survey. You might look solely on the forming of the questions and deal with bias and validity. You could also view the survey as an in-depth overview of several areas and create a large generic survey. At Tabsurvey, we go for the simple, small survey that is easy on the eye and get a lot of answers. In similar vain as previous posts on placement and appeal, todays blog looks to designing a survey structure that is easy to respond to and reflects well on you or your organization.

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Learning from feedback

Are you part of the 8 percent who understand customers?

Misalignment between companies perceived and customers experienced service level.

New data from the qualitative company Megafon and report by the Danish consultancy company Meng & Company found disconcerting trend in the service industry in the Danish market.

The report highlighted issues in the experienced service levels amongst customers. Specifically they found that only 8 percent of Danish customers rate service levels at a ‘very good’ score. This is critical since in the classical NPS system, only the top score creates loyal returning promoters. Continue reading →

Boost customer engagement

Are you persuading customers to respond to your survey?

How to attract more customers to your survey.

In the previous blog, we discussed the placement of the survey was important for decreasing response pain. We wrote on how to look at the customer journey and factors to consider when blueprinting your survey placement. Today’s blog has a more positive approach to the survey. We focus on how your company can attract more customers to respond to your survey. What is crucial in the split seconds when decisions are made on whether or not to respond? We will look to customer’s initial impression of the survey and and give a how-to, to get more customers to engage with a stationary survey system. Continue reading →

store journey

Are you asking your questions the right place?

Where is it the least intrusive to ask your questions?

Get the right answer from the right customer at the right time!

You might be running survey or recently decided to do so – maybe even with our system. Which is great! Do you wonder how you can receive quality answers and a lot of them?

”Quality questions create a quality life. Successful people ask better questions, and as a result, they get better answers.” – Anthony Robbins

While asking the right question is the beginning to all great insights, asking them at the right time and place is also crucial. This is probably a larger truth with a stationary system like Tabsurvey that has no human administration. Today’s blog look at the customer journey and help you blueprint when and where to ask your questions. Continue reading →