For years, pulse surveys have been a trusted way for organisations to keep a finger on the sentiment of both customers and employees. Their appeal is simple: short, focused check-ins that create a continuous feedback loop without overwhelming people with long questionnaires. But as expectations rise for speed, relevance, and
Customer Experience
If you’re responsible for customer experience, whether you run your own business or lead CX in a larger organisation, you already know the uncomfortable truth: you need customer feedback, but your customers don’t really want to give it to you. At least, not if the process feels like
Let’s be honest: surveys are tricky, and over time, we (the survey creators) have created some weird habits. We ask people how they feel about something — ranging from a simple online purchase, to something as complex and layered as say, their happiness at work — on a scale of 1
We've been collaborating with customer experience teams across industries -including one of the UK's leading banks - to get under the hood of a shared, persistent challenge: making sense of qualitative customer feedback at a huge scale. Let's dig in to the challenge. Understanding