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.