For about three years, I have met five friends for breakfast before work each Tuesday. The last seven weeks, however, we were forced to abandon the in-person greasy spoon meetup for virtual Zoom-and-eggs gatherings.
We've heard it for years now — a great employee experience leads to a great customer experience. But as your employees continue to take care of your customers during COVID-19, who will take care of your employees? Here's how going out of your way to support your team during this time can and will boost productivity, improve employee satisfaction, and increase loyalty.
Measuring customer experience has always been a top priority for businesses. For decades, surveys have been a tried and true way for receiving feedback for services and products. Early forms of customer satisfaction surveys suffered from their length.
As a usability testing moderator, you have a responsibility to your stakeholders to observe participant behavior and collect verbal feedback. But moderators also have a responsibility for managing the participant's experience and comfort during the session.
We often think of user experience (UX) testing as an accompaniment to design work. While that is certainly true, UX design and testing should be approached holistically. There are three phases in which UX research should be conducted — exploratory, design, and validation.
Do you extract the maximum value from the treasure trove of consumer comments you have? We believe that the best method for maximizing the value of text is by empowering humans with tools that enable effective mining and building frameworks and constructs that continuously build upon past successes.
Since our original post on March 20 assessing survey response rates immediately after the COVID-19 travel ban, we've been closely following response rates and data impacts on several of our trackers, in both the utility and financial services spaces. Now, in Week 6 of the quarantine, we need to know if people have continued responding to survey invitations at the same rate.