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Updated by Zonka Feedback on Dec 01, 2020
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Customer Feedback & Survey App

Measure Customer Satisfaction Metrics like Net Promoter Score, Customer Effort Score & Customer Satisfaction Score with Zonka Feedback.

What is eNPS (Employee Net Promoter Score)?

Employee Net Promoter Score or eNPS is defined as a number between -100 and 100 which indicates the likeliness of the employees to recommend the company to their friends and known ones as a good place to work .

The eNPS is a single number derived from the percentage of unhappy employees subtracted from that of happy employees. This is determined by their answer to the following question:

On a scale of 0 to 10, how likely would you recommend this company to your friends and known ones as a great place to work?
The employees will give the score from 0 to 10 depending upon what they think about the company and how they feel about their experience with the organization. As per their answers, they can be divided into 3 categories namely promoters, detractors and passives.

Taking Surveys on the iPad

With the increasing need to satisfy the customers in the competitive market and the requirement to gather Customer Feedback, the market of Survey Software is emerging with a great pace. Survey Software are used to conduct surveys for capturing customer data and obtaining Customer Feedback.

There are different ways by which you can take Customer Feedback using Survey Tools. You can take feedback online using website surveys, SMS Surveys and Email Surveys or you can take feedback in real-time, on premise using devices like Android Tablets, Smartphones, iPads and iPhones. You can also collect data via smartphones thorough SMS surveys and emails.

How to Send Surveys via Email?

An Email survey is a survey that you distribute to your customers via email. Although, any question you ask from your customer through email is an email survey but technically, a real email survey is when you send a survey link to your customers via email, clicking on which, customers can see the full survey, fill it and submit it in a matter of few clicks.

To send surveys via email, the best way is to use a good Email Survey Software. An effective Email Survey App or Software helps you to capture Customer Feedback through well-built customized survey.

It allows you to create customized surveys and white-label them with your own brand. Lets review how you can send surveys effectively via email.

Growing Importance of Patient Surveys

Healthcare experts find it difficult to use Patient Feedback appropriately in improving the overall Patient Experience. But with the help of Patient Survey Software, one of the most resourceful tools used in the healthcare industry, it's easy to capture Patient Feedback. The imperative work starts after post-collection of data, which consists of analyzing the results, understanding service gaps, creating and implementing strategies to enhance efficiency.

Medical Group Management Association (MGMA) found that approximately 80% of the practices identified as “better performing” in the healthcare industry used Patient Surveys.

The Ultimate Guide to Customer Effort Score (CES) - 2020

Customer Effort Score (CES) is a Customer Service Metric that measures the perceived levels of effort your customers have to put into a certain interaction with you to get their work done or achieve their goals. The core idea to develop the CES is to clearly track how much effort was required on the customer’s side to solve an issue and reduce it to boost the loyalty rate.

10 Tips to Create Effective Online Surveys

Whether you're measuring customer satisfaction and feedback, taking employee feedback, capturing a lead at an event or doing market research - the first step is always to create an effective survey. To create an effective survey, it is important to know some survey science and the best practices used for creating an online survey that gives you responses and the right data that you need for your survey.

Basically, the success of any survey lies on its response rate and the response rate depends majorly on how effective your survey is. It would not be wrong to say that the effectiveness of a survey depends on the questions we ask and the way we create them. Have you ever thought how can we make our surveys more effective in a way that it motivates the respondents to respond? Here is a guide to create an effective online survey.

7 Best Practices for Closing the Customer Feedback Loop

You collect feedback through Customer Satisfaction Surveys and use various methods to reach your customers and get it. Don't you think it would be a big injustice with all your hard work and the process of collecting Customer Feedback when you actually don't do anything more than sending an automated email?

Well, we will tell you some of the best practices to be followed to close the feedback loop effectively but firstly, let's understand better what actually this process is all about.

6 Tips for Measuring Customer Satisfaction

Customer Satisfaction can be measured by obtaining Customer Feedback. Customer Feedback is the information provided by the customers about their views regarding your products and services along with their overall experience with your brand.

To obtain Customer Feedback, you need to organize surveys. It will help you to measure Customer Satisfaction through customer reviews and different types of metrics.

Advantages of Customer Feedback Software for Retail Industry

Did you know that more than 80% of shoppers report having run into inefficient or malfunctioning tech while shopping. But do you think all of them complained the retailers? Certainly no! So what is the way? The one and only way is to gather Customer Feedback by seeking your customers. But you cannot reach every customer visiting your retail store with a physical survey from and ask them for feedback. To make this easier and better, there are various Customer Feedback Software available in the market.

A good Retail Survey Software enables you to reach your customers wherever they are, at all touchpoints, for their feedback. With a Retail Feedback Software, you can set up automated post-transaction and post-purchase surveys.

Five Key Insights You Can’t Miss from Your Hotel NPS Survey

Customer experiences are the differentiator for customer loyalty. Your guests expect stellar service, personalized attention and so much more. Use the results of your Net Promoter Score surveys to create an experience your guests will want time and again. Zonka’s comprehensive NPS survey software can help you do just that! While you’re at it, check out Zonka’s NPS survey templates to help you create an NPS survey that asks the right follow-up question. Get the insights you need to make informed business decisions.

50 Retail Survey Questions for Customer Feedback you need

These are the 50 most suitable questions you can ask your customers in your Retail Feedback Survey. Remember that you don't need to use all of these questions otherwise the survey would go too long for the customers to continue and they will tend to leave it in between.

So you just need to ask your customers those questions which suits the most as per your business requirement.

5 Must-Ask Questions For Customer Feedback Survey

Customer perception and satisfaction are the two most considering factors that influence the success of the business. Therefore, checking customer perception of the brand is mandatory for your business growth. There are many companies that employ the Customer Feedback Survey to understand the psychology and behavior of the customers and strive to deliver them with the next-level customer experience.

7 Reasons why you should take Customer Feedback

As a marketer, we always try to make our customers happy and satisfied. We try to provide the best products and services and do our best efforts so that we develop a long term relationship with the customer, and our customer base increases and eventually our business grows. But are the customers really happy with our products and services? How can we know what exactly they think and feel about us? To know the answer to these questions, we need to listen to the voice of the customer. This is where the role of Customer Feedback comes.

Five Questions To Ask in a Restaurant Customer Experience Survey

Preparing a restaurant feedback form and survey to evaluate your guests' restaurant customer experience is a tricky affair. On the one hand, you need to keep the feedback form short and relevant so it doesn’t bore the guests. On the other hand, you need detailed customer feedback to know about their experience at your restaurant so you can improve service and connect with your guests better.

4 Innovative Things You Can Do From Your Net Promoter Score

When it comes to measuring customer satisfaction and loyalty towards the brand, the Net Promoter Score is the most popular customer experience metric. NPS provides a reliable and authentic benchmark to measure customer satisfaction as well as loyalty. The significance of the NPS data is zero, until and unless it is not being converted into a proactive and the customer-driven approach. If you want to levitate the conversion rate of your business, then start using the Net Promoter Score to enhance your marketing strategies and product development potential.

When Should You Start Measuring Net Promoter Score?

Net Promoter Score® (NPS®) is one of the most popular and commonly used metric that helps to measure Customer Satisfaction in terms of Customer Loyalty i.e. by measuring the likeliness of the customers to refer your business.