The Why

Notes on what customers say, why stores differ, and how multi-location teams act on it.

Survey MethodsOct 20, 20265 min read

Survey Gaming: Why Stores Chase the Five and How to Stop It

When a score drives the bonus, stores ask customers for 10s. Here's how to spot survey gaming and remove the reason for it.

Survey MethodsOct 12, 20266 min read

Three survey scores, three different questions. Here's when to use CSAT, NPS, or CES, and how open-ended feedback explains why they move.

Survey MethodsOct 1, 20267 min read

Two customers can move a store's NPS 13 points. Here's what Net Promoter Score can't tell you, and how to get the reason behind it.

Voice of CustomerSep 17, 20268 min read

A four-phase plan for rolling out customer feedback across 100+ locations, from the first pilot stores to every location.

Voice of CustomerSep 7, 20266 min read

Eight customer responses, from restaurants to pet care, each with the fix it points to and who should make it.

Voice of CustomerAug 27, 20267 min read

A VoC program ties every customer comment to the store it came from. Here are the six parts and how to launch across your locations.

Survey MethodsAug 19, 20267 min read

Text surveys show you which stores' scores moved. Video surveys tell you why. Here's what each captures and how to run both.