Effective Communication Through Two-way Feedback

Effective Communication Through Two-way Feedback. It’s a Two-Way Street.

two way streeetWith any person-to-person interaction, there is an opportunity to give feedback. Feedback is important in generating the results that we need to be successful, especially in the workplace where the main objective of feedback is to strengthen progress towards objectives and goals.  This can be achieved by providing genuine constructive and encouraging feedback to the recipient. Continue reading

The Importance of Feedback

5 Reasons why feedback is important to any organization

FeedbackWho would dispute that feedback is a good thing? Organizations of any size can benefit from feedback. Both common sense and research conclude – feedback, whether positive or negative, and opportunities to turn that feedback in to actionable strategies helps to improve and enhance quality outputs of organizations. It also allows organizations to build and maintain direct communication across the entire organization – employees, suppliers, customers, vendors, and stakeholders.

Feedback is valuable information that can be used to make better informed business decisions. Top performing companies are top performing companies because they consistently set out ways to make their best even better. For top performing companies ‘continuous improvement’ is not just a showy catchphrase. It’s a true focus based on feedback from across the entire organization. Top performing companies are not only good at accepting feedback, they deliberately ask for feedback – and they know that feedback is helpful only when it highlights weaknesses as well as strengths.

Here are the 5 Reasons why feedback is important:

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Better Feedback Through “Conversational” Surveys

Guest blogger, Gary Austin, discusses creating conversations with respondents to gain valuable feedback, and tips on how to create more conversational surveys

Gary-Austin-conversational-surveysThe most successful surveys have well-defined objectives. At the design stage, knowing clearly what we want to find out makes for shorter, more focused surveys. However, we should be conscious of the need to create opportunities within surveys that give respondents the chance to air their views on their terms, creating a more conversational environment. As well as reducing respondent frustration, it also gives those seeking feedback a wider view, potentially providing insights that wouldn’t have been gained by sticking to a strict script. As for conversations, the best surveys are those where both parties get the chance to contribute on their terms. Continue reading

5 Reasons Why Feedback is Important

What exactly is feedback? We hear the term all the time, but do we truly know what it is and why it is so important?

Feedback defined

feedback-solutionsThe term ‘feedback’ is used to describe the helpful information or criticism about prior action or behavior from an individual, communicated to another individual (or a group) who can use that information to adjust and improve current and future actions and behaviors.

Feedback occurs when an environment reacts to an action or behavior. For example, ‘customer feedback’ is the buyers’ reaction to a company’s products, services, or policies; and ’employee performance feedback’ is the employees’ reaction to feedback from their manager – the exchange of information involves both performance expected and performance exhibited.

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Customer Satisfaction vs. Customer Loyalty. Do You Know the Difference?

Do you know the difference between Customer Satisfaction and Customer Loyalty?

Let’s start by defining the two.

Customer Satisfaction is a measurement of customer attitudes toward products, services, and brands.

customer-satCustomer Loyalty has two parts. Customer Loyalty is made up of loyalty behavior and loyalty attitudes. The first, loyalty behavior (i.e. customer retention) is the act of a customer making repeat purchases from a brand rather than choosing a different, competing brand. The second is loyalty attitudes which are a customer’s opinions and feelings about products, services, or brands that are associated with repeat purchases. At times, a customer can display loyalty behavior without loyalty attitude.  And vice versa, a customer can display loyalty attitude without exhibiting any loyalty behavior.

Customers are the link to business success, but every day businesses lose customers to competing businesses. Your business simply cannot afford to lose customers to your competition. Customer Satisfaction and Customer Loyalty should be on the forefront of planning. Both should be incorporated into the long-term goals of your business.  Continue reading

Do You Know the Value of Customer Retention?

Before you develop a plan for customer retention, you need to understand the value of customer retention

customer-retentionAny good business knows that customer retention is extremely important. Managers and leaders recognize that losing loyal customers is not good for the company’s long term revenue goals and overall success. Even though this is understood on a basic level, few businesses – especially those businesses that provide a service – understand what losing a customer can mean to their company.

Let’s take a look at an example.  Continue reading

Best of 2014 Blog Posts: Feedback, Online Surveys, and More

Take a look back at some of the best Snap Surveys Blog topics posted in 2014.


Best-of-2014-Blog-Posts-Snap-SurveysDownload Free Report: 7 Most Common Mistakes in Customer Feedback

6 Potential Question Issues When Developing Your Feedback Solution

Create Customized Feedback Solutions with Snap Surveys

Online Surveys

One Size Does Not Fit All When it Comes to Online Surveys

Think ‘Outside the Box’ When Developing Online Surveys

Why Manage Online Surveys with Survey Software?

Respondent Panels Targeted For Your Online Surveys

How Secure is Your Online Survey Data?   Continue reading

6 Potential Question Issues When Developing Your Feedback Solution

6 Potential Question Issues When Developing Your Feedback Solution

feedbacksolution-survey-softwareMany survey software and feedback solutions providers offer solutions for multi-mode administration of surveys and forms – online, paper, scanning, mobile, kiosk, face-to-face interview, or a combination of research modes. Each mode of research can gather valuable feedback, and has its own advantages and disadvantages. When developing any feedback tool, no matter what mode, you will want to take potential question issues into consideration as you plan your research.

The types of questions that you want to ask respondents, the chosen topics for discussion, and the volume of feedback you can expect will likely determine your mode of survey research.

Consider these 6 important question issues when planning your feedback research.

  1. What types of questions do you plan to ask respondents? The types of questions you ask can have an impact on response rates. Will you ask personal or demographic questions? Do you require very detailed responses? Can you anticipate what the most frequent or important types of responses will be, and develop logical closed-ended questions?
  2. Will your questions be complex? At times, the topic or subject matter can be very involved. The questions you ask will be multifaceted. Consider branching to sub-questions or route respondents to questions that are relevant to them based on answers given in previous questions. Continue reading