Tag
Customer experience
32 articles
Why did our NPS drop? How to find what’s behind a score change
Your NPS dropped and the score won’t say why. Six steps to check the drop is real, compare drivers between periods and find who is affected before you decide whether to react.
How to summarise customer feedback without losing the point
Structure the feedback first and summarise second. A summary built on stored, scored topics points at what matters, and you can open any claim.
Using Copilot to analyse customer feedback: structure the data first, then let it count
Copilot should not be what structures your feedback. Structure it first, send the data to Power BI or Excel, and let Copilot count.
Using ChatGPT to analyse customer feedback: where it works and where it breaks
ChatGPT is good at telling you what feedback says. What you do not get is a dataset: nothing stored, counted consistently or traceable.
How accurate is AI feedback analysis? The honest answer
There is no right answer to mark AI against. The question you can answer is whether the analysis is consistent, traceable and open to checking.
AI text analysis for customer feedback: what good looks like
Good AI text analysis turns every comment into structured data you can count and trace back to the words. Bad analysis just tells you what it thinks.
NPS isn't broken. Disconnected NPS is.
Every serious criticism of NPS is a criticism of a score cut off from its context. Connect it to the why, the who, the where, the owner and the outcome.
How to increase customer lifetime value with feedback
Act on feedback fast enough that unhappy customers stay and happy customers get more of what they liked, then measure the effect on lifetime value.
Connecting NPS to retention: a framework that predicts churn before it happens
A company-wide score cannot predict churn. A score joined to the customer record and the reason they gave can, and that is a warning you can act on.
How to tie customer experience scores to business KPIs
Connect each response to the customer record behind it, find which drivers move the score, and report the CX score and the business KPI on the same page.
How to categorise NPS open-text responses at scale (without a black box)
Split each comment into what the customer mentioned, score each mention, assign it to one topic and rank topics by how much they move the score.
How to calculate the revenue impact of NPS improvements (and why the sum is the easy part)
Promoters, passives and detractors are worth different amounts. Revenue impact is the gap between segments multiplied by the customers who move.
SmartSurvey vs Sprinklr: which feedback platform is right for you?
Sprinklr spans more than 30 products. If all you actually need is feedback, here is how the two compare on survey depth, analysis, channels and price.
The CX metric you know but aren't using enough
Everyone knows Customer Effort Score. Few act on it. What journey friction costs in retention and contact volume, and how CES works alongside CSAT and NPS.
SmartSurvey vs InMoment: which feedback platform is right for you?
InMoment has passed through two owners since 2025. A side-by-side look at survey building, analysis, channels, closing the loop and what each platform costs.
Combine CX metrics to prove impact and build a business case
One score tells you the outcome, not the cause. How NPS, CSAT and CES together turn a number into a business case, with the research and the ROI maths behind it.
How to close the inner loop without letting anything fall through the gaps
CX teams own the inner loop process but resolution sits across the business. How to build the automation and workflows that mean nothing falls through the gaps.
Why closing the outer loop is harder for CX leaders
The outer loop framework is simple. Executing it is not. This article covers the four reasons CX leaders struggle to close the outer loop and how to address them.
SmartSurvey vs Zonka: which feedback platform is right for you?
Both collect feedback across channels. The differences show up in survey logic, what you can do with the data afterwards, and whether you can see the price.
SmartSurvey vs Medallia: which feedback platform is right for you?
Medallia is powerful, expensive, and hard to change without raising a services ticket. Where each platform fits on setup, analysis, channels and price.
Closing the loop in customer experience
Most CX teams collect feedback. Far fewer act on it. Best practice guide to closing the loop, from individual resolution to fixing root causes and proving impact.
Customer experience management: a practical guide
What customer experience management is, why it matters, and how to run a CXM programme around a cycle of listening, understanding, acting and improving.
Customer experience strategy: a step-by-step playbook
A customer experience strategy aligns people, process and technology around one definition of a good experience. The CX Strategy Canvas, a 90-day plan, and the mistakes that derail both.
How to measure customer experience: metrics and methods
Which metric to use at which touchpoint, how to calculate NPS, CSAT and CES, and how to connect what you measure to revenue and retention.
Why customer experience is important: the business case
The evidence on what customer experience does to revenue, retention and loyalty — and a framework for turning that evidence into a business case at your own organisation.
How to improve customer experience: a practical framework
Collecting feedback is the easy part. A five-step framework for turning what customers tell you into changes that show up in the numbers.
Map your customer journey for smarter feedback collection
Before writing a single survey question, work out where feedback belongs. Four questions and five steps to map the journey and place surveys where they earn replies.
Customer experience journey mapping
A journey map is a visual record of every interaction a customer can have with you. How to build one in five steps, and how to keep it useful once it exists.
Measuring customer experience: CX metrics you need to know
CSAT, NPS, CES, customer lifetime value, churn and health score — what each CX metric measures, and how to read them together rather than one at a time.
What is customer experience management?
Customer experience management is how an organisation designs and improves every interaction a customer has with it. The components, the strategies and the challenges.
The customer lifecycle: stages, metrics and measurement
Reach, acquisition, conversion, retention and loyalty — the five stages of the customer lifecycle, and the metric that tells you whether each one is working.
Omnichannel vs multichannel: why it matters for CX surveys
Multichannel means being present on lots of channels. Omnichannel means joining them up. The difference changes what your feedback data can tell you.