News

We live in the 'Age of experience', where over half of all consumers are willing to pay more for a guaranteed good experience and almost 80% want brands to demonstrate they care before considering a purchase. As such, it is vital that all businesses measure and act on how their customers feel abou...

Read More...

In this fifth show in the ServiceTalk podcast, Technology and Innovation Director Paul O'Brien and Head of Product Paul Middlege unveils 'Servicetick Emotion Score' ('SES', pronounced 'sĕz'), to help you understand how your customers feel about your business. You can keep track of the latest from...

Read More...

It's now nearly fifteen years since NPS was first proposed as a measure for customer advocacy; yet one of the questions we are still asked most often is why it could not be made more obvious in a survey that only scores of 9 or 10 should count as a promoter. 

What characterises NPS (and CSAT and E...

Read More...

We are often asked what response rates should be expected when surveying customers through different channels and touchpoints. The infographic below outlines the average response rates our clients have received via Phone, SMS, Email and Web surveys. These response rates are what we expect as a norm...

Read More...

In this fourth show in the new ServiceTalk series, Technology and Innovation Director Paul O'Brien and Head of Product Paul Middlege discuss Paulo's recent trip to San Francisco and a major new update from ServiceTick, 'Bedrock'. You can keep track of the latest from our podcasts by following us o...

Read More...