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Customer Experience

Customer Feedback Guides

Learn how to build the feedback process your customers want you to build: what to ask, when to ask, and what to do with the results.

When Should I Ask Customers For Feedback?

Real time feedback is great. But done wrong, it can be a nightmare for both you and your customers. Learn when to do it, and how to do it well…

What Questions Should I Ask?

There’s no such thing as the ‘perfect customer service survey questions’. But we can walk you through how to discover the best ones for your business…

How to Respond to Feedback

Don’t fear replying to customers – learn why replying can be scary, how it can transform a business, and tactics to beat your fear.

View all feedback guides

Net Promoter Guides

We help firms learn, or re-learn NPS in a way which measurably adds to their bottom line. These guides explain our technique.

Introduction to NPS

What’s Net Promoter? It’s not a question, and it’s not just a score. But get it right and it can transform how your team relate to your customers.

How to Calculate NPS

Here’s a handy NPS calculator, an explanation of the NPS formula, and a step-by-step guide to how and why the calculation works.

NPS Surveys

Your survey is fundamental to getting NPS right - learn with examples and templates the best practices for an NPS survey.

View full NPS guide

Good For Customers, Great For Business: The CustomerSure Blog

Regular expert commentary and insight on customer feedback and customer experience.

Three reasons why real-time customer feedback is now essential.

Covid-19 has disrupted everything and people are cautious. Discover the best way to give your customers confidence to start spending again.

Why Do You Even Want To Send a Customer Satisfaction Survey?

There’s more than one kind of satisfaction survey. Sending the wrong type at the wrong time can lead to… dissatisfaction. We’ll help you get it right.

Five simple tips for improving tone of voice in customer service

If you want a two-way relationship with your customers, you need to master tone of voice. Here’s five tips to help you get it right.

How to GDPR-proof your Customer Satisfaction Surveys

It’s not hard to comply with the GDPR when you know what you’re doing. We’ll show you how…

Looking for help on how to use CustomerSure?


The Financial Benefits of Customer Feedback

Customer Feedback is traditionally seen as a cost—a necessary evil for your analysis team.

This paper explains why this traditional approach is wrong, and how, when done well, customer feedback can generate profits.

How To Implement an Effective Customer Experience Improvement Programme

A lot of effort is wasted on CX initiatives which, frankly, make little difference.

This whitepaper describes how to deliver big wins for your organisation by delivering big wins for your customers

Customer Experience: Are You Improving It Or Just Measuring It?

Many customer feedback programmes set out to simply measure satisfaction, treating improving it as an afterthought.

Learn how to transform a survey programme into an improvement programme with measurable benefits.

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