Blog

Articles about customer experience measuring and its management, the significance of customer satisfaction and everything interesting related to collecting and utilizing customer feedback.

Feedback devices in customer experience measuring

4.6.2019

Feedback devices in customer experience measuring There are several options for measuring customer experience: feedback devices, surveys opening in browsers sent via text message and email, text message surveys, quick...
Kati Päivärinta

How to respond to negative customer feedback

16.4.2019

How to respond to negative customer feedback Improving customer experience is important for both business development and growth. Before you can improve customer experience, you have to understand what your...
Kati Päivärinta

NPS score and its strengths and weaknesses

27.3.2019

NPS score and its strengths and weaknesses When Reichheld introduced NPS®️ i.e. Net Promoter Score in Harvard Business Review in 2003, companies quickly adapted it either as an independent customer...
Kati Päivärinta

NPS – what is it and why is it important?

25.3.2019

NPS – what is it and why is it important? Net Promoter Score, NPS®️, indicates the likelihood of customers recommending a company, product or service to their friends or colleagues....
Kati Päivärinta

Why negative feedback is positive

22.2.2019

Why negative feedback is positive Very few of us can take in critique with a smile on their face. If we did that, we’d either be convinced that the person...
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Whom are public services for?

18.2.2019

Whom are public services for? At times we should all pause at work and ask ourselves for whom are we doing this. Although our customer might concretely be close to...
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Not as bad as commonly assumed

5.12.2018

Not as bad as commonly assumed The conversation had in the media would have you believe that all public health care customers are very unsatisfied with the service quality. It...
Kati Päivärinta