• The Drawbacks of Using Incentives

    Handing a gift.

    Offering incentives seems like a great idea to stimulate participation in a survey. You can offer people a discount or a voucher for completing the survey. But all is not what it seems.

    Eleanor Singer in her 2002* book discovered that direct incentives encourage participation in proportion to the size of the incentive offered. Larger incentives will give larger response rates. Money is more effective than vouchers or gifts. Prize draws are less effective than ‘payments’.

    There is also a risk that incentives may result in more positive responses. Respondents are getting something for free, so it artificially increases their ...

    Read more

  • How using Suggestar Feedback can put you ahead of the competition

    With Suggestar you can go beyond basic survey reports, because Suggestar feedback programs produce a fantastic data with which to conduct applied research. Applied research is about solving practical problems. Using Suggestar data, the aim is dig deeper into customer satisfaction. When you first look at the data it may seem overwhelming, but the Suggestar report filters help you ‘slice and dice’ that data into to detailed, usable information. We will use the Ratings Report to explore how you can discover more about how your business is performing.

    The Ratings Report helps you identify your overall Suggestar Rating. You can ...

    Read more

  • Hear the Voice of your customer


    Modern companies have to think and communicate with customers, guests and diners, etc. in new ways to stay competitive in the contemporary, fast moving world. Equally, the introduction of social media and mobile devices, has led to a world that is constantly connected. Businesses need to capitalize on the Voice of the Customer or they risk losing their competitive advantage. Traditionally, companies have listened to the Voice of the Customer using comment cards, specially designed surveys, and more recently emails. However, these tactics are no longer sufficient – or in some cases even viable, as consumers expect more interactive methods, and ...

    Read more

  • Capitalize on Your Customer Feedback

    Waiter taking an order.

    Today customer feedback is about more than compliments and complaints, it is about building your brand’s reputation and competitiveness. Capturing the Voice of the Customer (VOC) is vital if any business is to survive and thrive.

    Ultimately, all the money a business generates flows from the customer. In order to maintain sustainable, long term business success, modern companies need to develop profitable and productive relationships with their customers. Relationships that create repeat business and increase footfall. However, these relationships cannot be built without sharing knowledge between the business and the consumer.

    This is the fundamental reason why any organization ...

    Read more

  • A Photo is worth a thousand suggestions....

    Add a picture to your survey answers.

    They say a picture is worth a thousand words, but in the guest feedback world, adding a photo around your “in the moment” feedback experience is priceless. Today, Suggestar is proud to introduce this “one of a kind” feature for all of our Gold and Enterprise accounts. Your customers will now have the ability to add a photo to each feedback experience giving you even more real time insight on your business. The “Suggestion” section of the reporting dashboard will automatically show a photo icon beside each feedback whenever a photo has been included. If you subscribe to your instant ...

    Read more

  • Comment cards vs. Simple Mobile Feedback

    Comment card and mobile survey

    Customer Feedback has evolved at an unprecedented rate over the last few years. Originally, stores, restaurants and hotels only had comment cards. They enabled customers and guests to tell a business how they felt, but also involved reading their handwriting, and being able to manually collate the data. Text information can be particularly difficult to analyze as it relies on being able to ‘code’ comments, so you can identify common issues or positive experiences. In turn, this makes it hard to use the data to improve your competitive advantage.

    With the advent of online techniques for collecting information, Customer Feedback ...

    Read more

  • Real-Time Notifications – Hear the Voice of Your Customer

    Customer answering mobile survey

    Mobile technology has bought a revolution in how customers interact with stores, restaurants and hotels. Customers can now comment, review or rate a business instantly via mobile technology – they can tweet, post to Facebook, or rate your business on review sites. They share their comments with friends, family, colleagues, and their wider social network. Consumers now expect to be able to share their opinions on goods and services simply, easily and immediately.

    In comparison, many companies are still using traditional techniques for collecting customer feedback (including on-line surveys). These methods have a number of drawbacks, and it can take some ...

    Read more

Page 1 / 1