The Customer Thermometer business case + overview

Why will a customer leave you? AND a 5% increase in customer retention can increase a company's profitability by 75% *Rockefeller Corp survey

But, customer feedback is becoming harder to get Long surveys and comment cards are a thing of the past Customers hate filling in long surveys And yet, we live on our & the average iPhone user looks at their phone 110 times a day

We’ve been on a mission for the last 5 years…

About us We believe getting customer feedback should be child’s play So, we make one-click surveys that get great response rates.

Who are we? UK-based SaaS survey provider users globally Surveys answered in 163 countries in Nov Brilliant team No external investment

Reports are collated and discussed Customer fills in survey (low response rate) Surveys are sent, usually at high volume and anonymous Customer relationship Event-driven embeddable feedback buttons Customer responds (alerts sent) Business responds Your very own private feedback network The ‘traditional’ approach Our approach

Who uses Customer Thermometer?

Quote selection “Customer Thermometer’s automated alerts are very useful for the team as they mean we can respond to customers in real-time.” “There’s nothing worse than filling in a 10 page survey. Our Customer Thermometer survey changes all that. We call it the ‘Amazon’ approach. It’s one click and you’re done.” “It took literally 10 minutes to implement and immediately started to deliver valuable results”

Rationale

It’s all about one question Click here to read why

We do actionable feedback. This isn’t…

The 4 point response scale Click here to read why

The 4 point response scale A deliberate design choice Can customers be 100% ambivalent about a service? More options = hesitation = no feedback Customer Thermometer forces recipients to make a decision by removing the middle ground 4 points drives action and service recovery within organisations

It’s all about identifiable feedback

5 modes of operation…

Thermometers

Examples How was your weekly cleaning? How was today’s event? How are you feeling about our service? Would you recommend our service to others? Are we improving? How was your wait time today?

Embedded Thermometers

Examples How was our support today? Was our delivery on time today? How was today’s training? How are you feeling about our service? How was our response time?

Outlook Thermometers

Examples Let me know how I’m doing… Did I answer your question? How was my response time today? How are you feeling about the team right now?

Webpage Thermometers Anonymous responses, but a chance to get feedback & comments Implementable in minutes

Tablet Thermometers

All clicks lead to a context-sensitive landing page for recipients to leave verbatim comments Managers can be alerted via in real-time to unhappy customers, and any comments they left. Even if no comment is made, the click is still captured from within the .

Reporting

Reporting API Extract data to build your own styled dashboards Comments, NPS, Happiness factor, Temperature rating, Response Rate, All data Filter via Blast ID / date range / Temperature gration/api-documentation/ gration/api-documentation/

Publish your results to the world… …or just your internal dashboard

How to get started

What do I want to fix / improve / solve and report on?

How to get started Just start! What do I want to fix / improve / solve and report on? Lots of help available Start small and expand

When it really works Software is only part of the jigsaw Put in place the processes around the edge Follow up

Why is customer retention so important? But if you delight those customers, they not only buy more but they recommend you proactively. It’s hard to keep quality under control at times when you are not delivering a product or service personally Customer attrition costs a fortune With only a 5% per month customer churn you can lose an entire client base in less than 2 years. If you don’t keep your customers you can’t grow.

Why does Customer Thermometer work? It provides an ongoing measurement system so you can tell if you are improving your scores It alerts you in real time to unhappy customers One click means it’s not a burden for customers to complete the survey It’s fun for customers to respond to It works across all devices – mobile and desktop You can measure Net Promoter score for individuals as well as your entire customer base

What benefits will it bring to your business? Act immediately when problems occur; delight your customers Bring down customer churn: grow faster with less waste Understand which of your processes and teams are performing best Get better relationships with all your customers – without overburdening them with long surveys Drive organic growth and increase cross-sale Know what delights customers and what doesn’t'