CX Reporting - What 5 elements should you include?

When you automate feedback through an external tool, such as Insocial, you will also receive a monthly CX report in addition to the feedback received....

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Generations and their preferred channels; How do you capitalise on them?

Each generation has grown up with different technologies and social movements. Knowing these differences and understanding preferred channels is an...

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10 tips to keep your employees engaged and vital in times of working from home

  Keep your employees engaged and vital in times of working from home As an employer, you probably strive for high employee satisfaction. Unfortunately,...

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Why there is a European version of the NPS

The popularity of Net Promoter Scores is undeniable. Nowadays, almost every company in the world measures its NPS. But the standards of NPS do not...

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Deep learning text analysis - A valuable tool for feedback

Going through hundreds of texts, looking for the common thread in customer feedback. A time-consuming job that is often put off. Yet it is important....

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5 sample questions for the ICT-sector

What was not evident within the ICT-sector 10 years ago, has now become an important factor within organizations. Namely, a good customer experience....

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NPS and NLS. A golden pair?

You are probably already familiar with the Net Promoter Score, or NPS. A metric that gives you insight into the extent to which customers would recommend...

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Five customer satisfaction survey examples

Do you want to measure customer satisfaction? But do you find it difficult to determine which questions you are going to ask? Recognizable! Many companies...

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What is Customer Effort Score and how can you measure it?

Different Key Performance Indicators (KPI’s) can be used to measure customer satisfaction. Probably you already know a few, such as the Net Promoter...

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Chatbot vs. Humans - Which one delivers a better experience?

More and more organizations are deploying a chatbot to support their service department. A chatbot is in fact good at handling recurring questions. They...

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