Customer
Xperience Blog
The ultimate blog source of experience and knowledge from the Home of the Voice of the Customer® – a VirtuaTell Trade mark
What is the Voice of the Customer?
As the textbooks say, the Voice of the Customer (VOC) is the in-depth market research process to capture a customer’s expectations, preferences, and aversions – producing a detailed set of customer wants and needs, organised into a prioritised, logical, business...
4 ways to improve staff engagement among customer service agents
It is a truth universally acknowledged that Temkins fourth law of Customer Experience says, “Unengaged employees don’t create engaged customers." As many companies understand, it is the crossroad between engaged employees and their interactions with the customer that...
5 Advantages of conducting surveys in real-time
Here are a selection of five Advantages of conducting surveys in real-time, that you may find useful It is now well accepted that customer feedback is essential for any business – how else will you know what you’ve done right, what you’ve done wrong, and how your...
6 rules when setting up customer surveys
There is an art to finding the right words to use in your surveys. Or perhaps that should say: There is a science to writing surveys that get the best results and if you are using automated phone and online surveys such as those supplied by VIRTUATell there are even...
5 reasons why you need real-time customer feedback
Your company may have spent years building the brand, using hard-earned money to promote ideas and products that you believed in, and now you’re starting to see your market share grow. Customers know who you are and what you stand for. They recognise your brand and...
Best Practice Tips for SMS Surveys
Best Practice Tips for SMS Surveys Asking anyone with whom you want to do new or additional business, to complete a survey via SMS if it is not just a single question, can actually jeopardise business and put relationships at risk. The constant to and fro of the...
7 Common Survey Design Mistakes
7 Common Survey Design Mistakes Survey Hints & Tips: What are the biggest mistakes people make when creating a customer satisfaction survey? Making surveys too long At VIRTUATell we deliver surveys on your behalf through a variety of devices; over the phone,...
How To Improve Customer Survey Completion Rates
How to improve customer survey completion rates and what opt-in and completion rate should you expect from customer surveys? At VIRTUATell we have a valuable reputation for achieving the highest survey conversion rates in the industry. We do so by using a number of...
Why Use Net Promoter Score to increase customer satisfaction and why should I use it?
Why Use Net Promoter Score ™ (NPS) to increase customer satisfaction Do you know what proportion of your customers would recommend your product or services to their friends? And does this number outweigh those people who have had a bad experience with your company?...
The Survey Scales: The Good, The Bad and The Unbalanced
At VIRTUATel we know that a good survey doesn’t just use the right questions, it uses the right scale to measure the response. We probably spend 75% of our client setup time on the script and survey scales - it’s that important. But with numerous choices out there,...
How did the 2015 UK election polls get it so wrong
How 2015 UK election polls prove real-time is the best type of survey The 2015 UK election dust has settled, 61.3 million votes have been counted and the UK has a new government but many so-called specialist pollsters and survey experts are still confused and...
The Indian Election – The biggest survey in the World and how they achieved it
The 2014 Indian Election was the biggest survey in the world with more than 800 million people heading to the polling stations to vote, in what is essentially, the world’s largest survey. In such an expansive nation, with so many voters, and 543 elected seats, this is...
