The Intercept blog

Taking a fresh look at employee feedback

From the very beginning, Intercept had the driving mission of capturing the best possible customer research in a unique and novel way. Over the last year, we have made immense strides in building a platform that has been used by some of the leading customer experience teams and building a feedback response platform that engages customers in a new and meaningful way. At the same time, one of our biggest challenges has been narrowing down the use cases. With every…

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Building a better mousetrap

In the last article, we talked about how despite being used widely across industries, hypothetical questions (such as Net Promoter Score® [NPS®] and similar) have core problems that blur the lines between a customer's response and reality (Net Promoter®, Net Promoter Score® and NPS® are the property and the registered trademarks of Bain & Company). The premise of such questions is a focus on creating a metric that is easy to use and understand. In our view though, such…

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The false security NPS offers

“New Year, New Me.” “I’ve got 2020 vision on all my goals this year.” “It’s a new year, a new chance to start fresh.”

If you’re like me, you’re partaking in the time honored tradition of setting New Year’s resolutions... the setting of a goal that will definitely (probably) happen this year, I’m sure of it! (assuming I get around to it).

Let me ask you a question: on a scale of 0 to 10, how likely are you to…

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Surveys are broken

“Data is the new oil.”

This phrase is used so often that it is almost isn’t worth looking up who said it first (it’s credited to Clive Humby, who said it in 2006. We did say almost). Yet data, like oil, only matters if it can be refined into something usable.

Most companies search for customer data and input the way the Beverly Hillbillies looked for oil: fire out customer surveys looking for generic feedback on a 1–10 scale, and…

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The world needs a new approach to customer research

This is a fantastic time to be a marketer or customer research professional. The tools we have at our disposal are profound and cover a massive range of use cases. They have opened up research in a way that was never before imaginable. From basic surveys to complex enterprise CX research suites, there are tools that will cover just about any need for customer surveying. At the same time, frameworks such as NPS are becoming ever more popular and helping…

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