We are dedicated to helping organisations improve their customer service experience and we have now released an extensive white paper focused on best practice for customer satisfaction surveying.


Some of the areas covered are:

  • Sample sizes, how much is enough and how much is too much?
  • Survey fatigue, how do we ensure we are not too intrusive?
  • How can we prove ROI and get the capex approved.

This paper contains straight forward steps to improve companies’ customer journeys, taking in the latest trends and touch points into account.

Bright’s MD Mats Rennstam comments: “UK companies are starting to realise that customer surveying is not just about high level brand research. It can be used to great effect as an operational tool to develop staff and improve processes as well. There are a lot of traps though and this paper focuses on how to avoid them, and achieve as much as a 30% improvement in CSAT and NPS scores”.

Click here to access the paper