News

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...

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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...

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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 on...

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Sometimes we encounter something in our work life that doesn't quite fit with our expectations but which is both motivating and inspiring. Such is the case with ServiceTick's involvement with the Secret Pillow Project.

At our recent client forum we invited Fritha Vincent to talk about her compan...

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In this second show in the new ServiceTalk series, hosts Paul O'Brien and Paul Middlege are joined by ServiceTick Insight Director Thomas Cowper-Johnson, covering Facebook's use of surveys to determine the trustworthiness of news sources, the rise of AI in customer feedback and a number of other VoC...

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