The Art of Waiting: 8-Second Surveys Capture Customer and Employee Satisfaction for Actionable, Data-Centric Decisioning
Erik Berg, VP of marketing at Nemo-Q, explained to Host Tyler Kern the benefits and ease of utilizing the 8-second survey.
8-second surveys gather data on the intended audience’s experience. It can be used to measure customer satisfaction of a product or service and even employees’ morale at the company.
Why 8-seconds? Nemo-Q ran some market research on surveys and found that most people who start a lengthy survey abandon it within 10 seconds. Therefore, they created the 8-second survey.
“The idea is to gather enough pertinent information in eight seconds to have actionable data. So in eight seconds, through a series of smiley faces and short answer questions, we’re able to get enough information to make changes the next day,” said Berg.
While most immediately think of customer experience surveys, Berg highlighted the benefit of obtaining employee feedback more frequently than your typical once-per-year survey. Similar to customer experience surveys, an employee pulse survey can build trends to help prevent turnover and increase employee morale.
“People start off with the customer experience. They see how we analyze the data for them. We’re actually able to give them recommendations on actions they can take, new questions they can ask,” Berg continued. “And they say, ‘Wow, look how quickly I can effectively change my business, and why not change the morale of the company in the same way?’”
Nemo-Q approaches surveying with a curiosity to know more. To obtain more data intelligence, a customer who rated a business poorly may receive a follow-up question specific to their experience. For instance, was it lack of staff friendliness or lack of facility cleanliness that led to that rating? These two questions provide significant insight into the “why” while only increasing the survey length by a second.
The bottom line: Nemo-Q helps create a culture of action to move companies forward in a creative, quick, and efficient capacity.
Latest
Forum Mobility’s Plans for 2023
Trucking is transporting goods by road using large vehicles, such as semi-trucks, tractor-trailers, and other commercial vehicles. The trucking industry plays a vital role in the economy by moving goods from manufacturers to retailers and consumers. Truck drivers are responsible for operating these vehicles and delivering goods on time and in good condition. Tune in […]
Clean Energy Sets $1.1 Trillion Record That’s Bound to Be Broken
(Bloomberg) — Last year was a double milestone for decarbonizing the world’s energy system. It was the first year when investment in the energy transition equaled global investment in fossil fuels, according to the latest data release from clean energy research group BloombergNEF. The money flowing into the upstream, midstream and downstream segments of oil and gas, and […]
American Airlines Sees Profit Above Estimates on Steady Demand
(Bloomberg) — American Airlines Group Inc. expects profit this year to exceed estimates following a slow start, as steady demand for air travel keeps an industry recovery going into 2023. Full-year adjusted earnings will be $2.50 to $3.50 a share, the Fort Worth, Texas-based carrier said in a statement Thursday that also detailed fourth-quarter results. […]
