Beyond Soundbites - Gathering, Using and Understanding Customer Comments


No customer satisfaction survey would be complete without the inclusion of open ended questions.  It can be tempting to probe every question to gain further understanding, but is this really the best way to go?

We will take you through some ideas and and best practice examples of when, and how to collect comments from customers, and how to use, present and analyse them, along with some pitfalls to avoid.

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Webinar host:

Vicki Harris

Client Manager @ TLF Research

Vicki has been with TLF Research since 2002 and has held various roles within our Research team, and has progressed to be one of our Client Managers. Vicki enjoys this role, building relationships with her clients and delivering their end to end projects; from understanding their objectives at the outset and designing a suitable programme, to delivering interesting, insightful and actionable research for them to use.  She also likes to get stuck into their customers’ comments, believing that these really are the ‘meat on the bones’ of a customer dataset.

She works with several of our housing clients and whilst she is one of our housing experts, she enjoys working with a variety of sectors; more recently she has become an authority in off grid heating options from working with Certas Energy and Calor Gas, and also is currently working with Cambridge University Press and Shell Asset Management Company.

When she isn’t working, Vicki is a keen walker, a begrudging runner and a CrossFit enthusiast, and likes nothing more than eating, drinking and socialising with friends and family.