A recent study by the Institute of Customer Service (ICS) has revealed some staggering figures that could become reality if practices don’t change. Over the next 3 years customer churn is estimated to cost £2.23 billion of revenue and it takes on average 58 days and £6,500 to replace a customer.
business leaders fear loss of [...]
Can surveys help generate quality leads
I have been asked many times to work on projects where an online survey has been commissioned to generate information that can be used as quality sales leads. This has lead to varying degrees of success, so what makes a good survey and what benefits will be seen from this [...]
Organisations normally run staff satisfaction surveys and most will also have a staff suggestion process to gather ideas from the workforce. But neither of these approaches ask staff to comment on the efficiency of the processes that they undertake on a daily basis.
Most individuals and teams very quickly settle into a steady-state way of [...]
Preparation:
Before we start building a survey we will create the outline with our customers first. This enables the project team to think carefully about each question any misinterpretations that may occur and what responses are likely to come back. Designing the structure of any survey is key to its usability, especially if we are using [...]
For some time now the Goverment have been offering funding to companies under the Train To Gain scheme, so many questions are being asked about this initative like what’s in it for me, how much can I get, what can the funding be used for and how much work do I need to put in [...]
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