Confirmit Stream

Customer complaints are brilliant. No, really. I appreciate that when you’re on the phone receiving an ear-bashing from an unhappy customer who doesn’t appreciate that it’s not personally your fault that your company screwed up, it’s pretty hard to remember that complaints are brilliant. But trust me. Have a coffee and reflect for a moment. See? Brilliant.


Read More

Everyone still hates banks, apparently.  Ok, that’s an exaggeration, but as an industry, banking has taken something of a publicity-bashing from all angles. I imagine many banks will be hoping to keep their heads down and not do anything to inspire more public condemnation for a while. But while they might be focusing on not rocking the boat, it doesn’t look like they’re earning our love in the process.
Read More

The news that UK telecoms regulator, Ofcom, has successfully lobbied for an increase in fines for companies who make silent calls to homeowners should ring a warning bell for research organizations conducting large-scale telephone interviewing.

Read More

Whatever type of survey program you utilize, it is important to get people to answer your surveys. If you are able to reach participants at the right time, and allow them to submit their answers through a channel that is convenient (and maybe even fun), chances are they will be more likely to respond.
Read More