Improving customer experience in feedback and surveys to generate measurable insights with Mat Wylie
- E58
- 33:36
- April 18th 2023
On this episode of Now that’s Significant, a Market Research Podcast, Michael Howard, the head of marketing at Infotools is joined by Mat Wylie, CEO and founder of Customer Radar, a customer feedback and reputation management platform.
We discussed the issue of how much we actually know about our customers (both internal and external), and how we can know far more if we approach feedback and surveys with a greater emphasis on customer experience.
This discussion covered:
- The vital role that CX plays in both customer feedback and market surveys.
- We discussed the role of feedback and surveys, and how the former can be used to help drive the latter, plus some guidance on when to ask for feedback versus asking a survey.
- Mat shared some best-practices around feedback and survey design, which help lift the overall level of customer experience. And this is perhaps best summed up by ensuring we’re respecting people by asking only what we need to take a specific action.
- And we finished off with some of the benefits brands can expect when they get customer feedback and surveys right.
If you want to check out more about Mat and what his team offers, check out www.customerradar.com.
We hope you enjoy the show.
Now that's Significant
Now that's Significant is a podcast focused on inspiring and educating Market Researchers as they seek to tackle pertinent challenges impacting the insights sector, as well as make the most of the many opportunities we're facing to deliver greater value to our stakeholders.
The team from Infotools rotate the hosting responsibilities to bring a range of passion, experience, energy, and views to the show.
Check out transcribed episodes on our website at Infotools | Podcasts
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Infotools Harmoni is a fit-for-purpose market research analysis, visualization, and reporting platform that gives the world’s leading brands the tools they need to better understand their consumers, customers, organization, and market.
Established in 1990, we work with some of the world’s top brands around the world, including Coca-Cola, Orange, Samsung, and Mondelēz.
Our powerful cloud-based platform, Harmoni, is purpose-built for market research. From data processing to investigation, dashboards to collaboration, Harmoni is a true "data-to-decision-making" solution for in-house corporate insights teams and agencies.
While we don't facilitate market research surveys, we make it easy for to find and share compelling insights that go over-and-above what stakeholders want, inspiring them to act decisively.
One of the most powerful features of Harmoni is Discover, a time-tested, time-saving, and investigative approach to data analysis. Using automated analyses to reveal patterns and trends, Discover minimizes potential research bias by removing the need for requesting and manually analyzing scores of cumbersome crosstabs – often seeing what you can’t.
Discover helps you easily find what differentiates groups that matter to you, uncover what makes them unique, and deliver data points that are interesting, relevant, and statistically significant, plus see things others can’t. Add to all this an impending GenAI feature, and you have an extremely powerful, future-proofed tool.
Feel free to check out our platform and services at www.infotools.com