In the course of the last ten years we've accumulated a great deal of understanding about how best to deploy and exploit customer feedback surveys. We like to share this knowledge and here is where you can download our white papers and best practice documents.

White Papers

What's in a number?

Customer feedback metrics - what influences them (and what doesn’t), how best they can be applied and how to get the most from NPS, CSAT and Effort.

Mad Men

What Mad Men can teach us about generating value from customer feedback

Agent Performance

Best practice for using customer feedback to create a robust framework for measuring, managing and rewarding agent performance in the contact centre.

Case Studies

Kent Reliance

How Kent Reliance used ServiceTick’s 'listening framework' to transform the company.

Why Customer Experience has become crucial to building brand relationships

Last week I considered how difficult it has become to build a brand by creating a unique product or a differentiated positioning. The holy grail of product superiority has been made even more elusive by globalised manufacturing processes that bring products to market more swiftly; and the heyday of advertisers telling customers how they should view their brands has been swept away by the inexorable rise of social media.


From the Information Age to the Age of Experience - how should you respond?

“Never make predictions; especially about the future” Casey Stengel, one-time manager of the New York Yankees baseball team offered many a wise word including this judgement on predicting the future. But we are all creatures of habit, particularly in the world of business; and so, at the start of the year, commentators like to predict what might happen over the next 12 months.