Blog. Excellent experience management is based on great communication with people.

The Customer Effort Score (CES) is one of several metrics companies use to measure customer satisfaction. As a rule, one question determines how much effort the customer took to find a solution to the request or problem. Measuring it can help you accurately predict future business successes or failures.

In a crowded market where features and pricing often look identical, listening to the Voice of Customer (VoC) is the single most effective way to differentiate your brand. It’s no longer enough to guess what your users want; you need a systematic approach to capture, analyze, and act on their feedback. Voice of Customer (VoC) […]

In 2026, understanding your customers isn’t just about sending a survey once a year. It’s about continuous listening across every channel—web, mobile, email, and social. To do this effectively, you need the right Voice of the Customer (VoC) tools. The best VoC software does more than just collect data; it helps you analyze sentiment, close […]

The Likert scale is one of the most powerful tools in a researcher’s arsenal, allowing you to measure attitudes, opinions, and perceptions with precision. Unlike simple “yes/no” questions, a Likert scale captures the nuance of human sentiment—whether it’s customer satisfaction, employee engagement, or market trends. In this guide, we’ll cover everything you need to know: […]

GetFeedback is closing. SurveyMonkey has officially announced that the GetFeedback Direct platform will be sunset and fully shut down by December 31, 2026. For thousands of CX leaders and Salesforce administrators who rely on GetFeedback for their customer experience programs, this news forces a critical decision: migrate to SurveyMonkey Enterprise or find a better, more […]

Customer service metrics are quantitative measures that track performance, quality, and efficiency in your support operations. For CX leaders, support managers, and product teams, these KPIs are not just numbers—they are the compass that guides improvements in customer loyalty and operational efficiency. In this guide, we will break down the 12 most critical customer service […]