Customer Satisfaction Blog | Customer Thermometer https://www.customerthermometer.com/voiceofthecustomer/ Customer Thermometer Wed, 01 Apr 2026 11:22:07 +0000 en-US hourly 1 Everything You Need to Know About XLAs and Why They Matter https://www.customerthermometer.com/customer-experience/what-are-xlas-experience-level-agreements/ Mon, 30 Mar 2026 16:23:49 +0000 https://www.customerthermometer.com/?p=52169 A simple guide to understanding XLAs, measuring real IT support experiences and improving user satisfaction   Congrats, your IT ticket was resolved! The only problem? You’re behind on your work, you’re frustrated, and you’ve just pushed back a meeting so you can play catch-up. While it’s a win for the IT desk, it’s not so […]

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]]> 20 Likert Scale Questions and Examples https://www.customerthermometer.com/customer-surveys/likert-scale-examples-questions-what-you-need-to-know/ Wed, 07 Jan 2026 15:11:24 +0000 https://www.customerthermometer.com/?p=24692 Likert scales are rating scales often used in customer surveys. This form of rating scale is named after its inventor, psychologist Rensis Likert. A Likert scale is a psychometric scale that’s effectively used to assess the opinions, attitudes and experiences of customers regarding brands, products and services. What is a Likert Scale? Likert scale questions […]

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]]> 5 Reasons You Should Encourage Customer Complaints https://www.customerthermometer.com/customer-retention-ideas/5-reasons-you-should-encourage-your-customers-to-complain-2/ Fri, 02 Jan 2026 15:55:12 +0000 https://www.customerthermometer.com/?p=50116 Customers Complaints Will Force You To Improve Your Product/Business Criticism can be tough to take. It’s hard to know which feels more sickening – customer complaints that feel unfair or surprising, or those where you know you messed up.  It’s never a good idea to hide from any customer complaints, no matter what. In fact, […]

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]]> Survey bias: what are different types and how to avoid them? https://www.customerthermometer.com/customer-feedback/survey-bias-what-are-different-types-and-how-to-avoid-them/ Fri, 01 Aug 2025 17:24:35 +0000 https://www.customerthermometer.com/?p=50354 Taking care how you build customer surveys and which customers you survey comes down to this: if you’re going to do a job, do it well or don’t bother at all. Survey bias threatens the whole purpose of customer surveys. This is why eliminating survey bias is so important when collecting customer feedback. The fundamental […]

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]]> What makes a great customer service experience? https://www.customerthermometer.com/customer-experience/what-makes-a-great-customer-service-experience/ Mon, 28 Jul 2025 19:13:19 +0000 https://www.customerthermometer.com/?p=50504 Customer service is a critical part of the way organizations engage with their customers. Customers’ experience of that is commonly what these businesses are judged on and compared against.   This guide examines the concept of customer service experience, why it’s important and what separates the excellent from the mediocre.  What is customer service experience? Customer […]

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