Blog

CES is one of the strongest predictors of churn and repeat contact. Most CX teams know it. Far fewer use it to drive programme decisions.

Comparing SmartSurvey and InMoment? See how both platforms stack up on ownership stability, survey depth, compliance, and speed to value.

Combining NPS, CSAT, and CES gives CX leaders the ROI model they need to prove programme impact, build a business case, and defend the budget.

Comparing SmartSurvey and QuestionPro? See how both platforms stack up on usability, open-text analysis, compliance, and integrations to find the right fit for your team.

CX teams own the inner loop process but resolution sits across the business. How to build the automation and workflows that mean nothing falls through the gaps.

The outer loop framework is simple. Executing it is not. This article covers the four reasons CX leaders struggle to close the outer loop and how to address them.

Comparing SmartSurvey and Zonka? See how both platforms stack up on survey depth, pricing transparency, compliance, and reporting to find the right fit for your team.

Comparing SmartSurvey and Medallia? See how both platforms stack up on features, pricing, implementation, and compliance to find the right fit for your organisation.

Learn how to turn CX analytics into business outcomes by closing the inner and outer loop, combining NPS, CSAT and CES, and connecting feedback to revenue.

Most CX teams collect feedback. Far fewer act on it. Best practice guide to closing the loop, from individual resolution to fixing root causes and proving impact.

Comparing SmartSurvey and Alchemer? See how both platforms stack up on features, pricing, security, and support to find the right fit for your team.

Discover best practices for UK public consultations, from legal frameworks and stakeholder engagement to effective survey design and data compliance.

Learn about the importance of public consultation, how it enhances citizen engagement, and why it's key to transparent, democratic decision-making.

Comparing SmartSurvey and SurveyMonkey? Discover which survey platform gives you more advanced logic, branding control, multichannel distribution, and better value as your requirements grow.

A complete guide to CSAT, CES, and NPS — what they measure, how to calculate them, and how to run a professional CSAT programme in SmartSurvey's SmartCX solution.

What is omnichannel customer experience? Learn the difference from multichannel, why it matters, and how to collect feedback across every channel.

Choosing between SmartSurvey and Qualtrics? We compare features, support, ease of use, and value to help you find the right survey and feedback management platform for your organisation.

Learn how to use customer experience data to make better decisions. Covers direct, indirect, and inferred data, plus a practical data to decision workflow.

Learn how to build a customer experience strategy step by step. Includes a practical CX Strategy Canvas, governance tips, and metrics to track progress.

Why does customer experience matter? See the data on revenue, retention, and loyalty, plus a practical framework for building the CX business case at your organisation.

Learn how to improve customer experience with a practical, step-by-step framework. Covers feedback collection, analysis, and turning insights into measurable CX improvements.

Learn why NPS/CSAT miss churn drivers, how thematic & sentiment analysis reveal root issues, and a framework to prioritise systemic problems and spot churn signals early.

Where should feedback live in your customer journey? Journey mapping turns vague intentions into a clear plan. Four questions are enough to identify your highest-value feedback opportunities.

Getting people to complete a survey is only half the challenge. Three principles consistently separate high-performing feedback programmes from the rest.

Learn how to analyse positive guest feedback to find what creates standout moments, then turn those insights into repeatable actions across your operation.

93% of consumers read reviews before buying, but most CX teams rely on surveys alone. Learn why the gap between survey data and public reviews is the biggest blind spot in your feedback programme.

Collect guest feedback across six journey stages without survey fatigue. A practical framework with what to ask, when, and how for hotels, airlines, and more.

Delighted is being sunsetted, tech speak for shutting down. If you’ve built your CX programme around the platform, it probably feels like your GPS just told you the road you’re on no longer exists.

What becomes possible when analysis is near instant: you can act while feedback's fresh, survey more frequently, and catch problems before they explode.

This guide breaks down the five patterns that kill Voice of Customer programmes and gives you a practical 30-day plan to fix them.

Discover the importance of customer effort score (CES) in enhancing customer loyalty and satisfaction. Learn how to measure, interpret, and improve CES effectively.

Discover the importance, benefits and methods of obtaining customer feedback, to integrate it into business to grow satisfaction and drive improvement.

Discover why Customer Experience (CX) is crucial for brand loyalty, trust, and growth. Learn how to enhance CX and its impact on business success.