Tag: surveys

Don’t Survey Your Customers, Ask For Their Feedback

Filed in Blog by on September 12, 2012 0 Comments
Don’t Survey Your Customers, Ask For Their Feedback

Around six months ago, I was watching an interview with the President of a company that offers free web-based surveys and I was astonished when he said that it’s not a good idea to include open-ended questions in a survey. Then, the interviewer reinforced the message and said, “Yes, it takes so much time to …Continue Reading

What is Your ‘Customer at Risk’ Ratio?

Filed in Blog, Customer Service, Hospitality by on June 27, 2012 0 Comments
What is Your ‘Customer at Risk’ Ratio?

Every company has a “customer at risk” score or ratio. Your “at risk” score is the percentage of customers who only frequent your store, restaurant, hotel, etc., out of convenience, not because they are loyal. Having a large number of customers who are not loyal is risky business. One of best ways to determine your …Continue Reading