The SightMill NPS Blog

What's happening at SightMill - all about Net Promoter Score

10 reasons why growth businesses should invest in customer experience

June 2020

Customer experience is key to the growth of successful business. We passionately believe that the focus on customer experience is essential – with research showing that companies that put this first outperform their competitors by three times. 

Using metrics and data to drive your customer marketing

May 2020

Are you making the best use of the data available to you? Right now, marketing, sales and customer service teams have access to an explosion of data sources to track that can help improve and enhance a campaign or business process and you’ve got an opportunity to look at and optimise the metrics that drive the online part of your business. 

20 marketing tools to help improve customer insight

April 2020

Your customers are the life-blood of your business and you need to understand their pain-points and needs to enable many elements of your business to work: without insight, it’s hard to engage and your campaigns will have poor response rates. Luckily, there are hundreds of software tools available that can help improve your customer insight and interactions. From identifying potential new customers through to getting feedback from existing customers.

21 Great ideas to enhance and improve your customer service

March 2020

Looking to improve your customer service offering? Here’s our list of 21 great ideas that will help you find new ways to enhance customer engagement and satisfaction. We work with many CS teams across our customer base and these discussions and meetings have helped us put together these quickfire top-tips as a starting point for your plans.

10 ideas on how to embed customer feedback in your organisation

February 2020

We spend a lot of time listening to and working with our customers to help them plan and implement great customer feedback and employee engagement systems. A common theme in many of the planning meetings is 'now what': you have a way of gathering feedback and converting into a single metric (NPS)... now how do you get the rest of the business to buy-in to the process and strategy?

Personalising your email surveys

January 2020

Personalising your customer feedback survey emails makes a big difference to the tone and style and can really improve your response rates. We support a couple of enhanced features that you might want to consider using. These are merge fields that take information from your email data list and merge it into the survey email.

What is a good survey response rate

December 2019

What's a good response rate to customer surveys? And can I improve the response rate? These are two questions we're often asked - both at the start of onboarding a new customer and after a month or two as they assess their surveys. The response rates will vary (a lot) by the format and channel that you use to send out your surveys. In this post, we're looking at our view of what to expect on responses - and our top tips to help improve your rates.

Customer satisfaction feedback works best when embedded in your workflow

November 2019

Net Promoter Score programmes work best when they are embedded in your processes and workflows. Instead of setting up an occasional survey to go out to existing customers, you should make sure you try and gather feedback at all the key points - and then automate the process. SightMill's enhanced support for webhooks helps save you time and improves consistency.

Manually enter customer contact details and feedback

October 2019

Thanks to a great suggestion from one of our customers, we have added a new feature that allows you to manually enter a new customer record, NPS score and comments. This is perfect for recording feedback during a telephone call or for telephone-based operators – either customer service, sales or support. 

The costs of customer feedback and NPS software

September 2019

Budgeting for a customer satisfaction software is not always straightforward. You know you want to achieve a better understanding of the drivers to improving customer experience, but what are the costs of different features and how can you compare products to make the right choice? Our guide helps you plan for the right buying decision when choosing NPS software.