Over luisteren
Praktische stukken over betere vragen stellen, horen wat mensen niet zeggen en daar iets mee doen.
Onze artikelen zijn voorlopig in het Engels.
Why unhappy people rarely complain, and what to do instead
Most people who are unhappy never tell you. They just stop coming back. Here's why that happens, and how to hear it while you can still fix it.
A score tells you what. A follow-up question tells you why.
Ratings are easy to collect and hard to act on. One good follow-up question changes that. Here's how to ask it.
Close the loop: why people stop answering your surveys
Survey fatigue isn't really about too many questions. It's about never hearing what happened next. A simple four-step cycle fixes that.
Ask at the moment it happens
The best time to ask how something went is right after it happened. Where and when you ask matters as much as what you ask.
Not another dashboard: turning answers into decisions
Most feedback ends up in a dashboard that nobody opens after the first month. A short message with what changed, why and what to do works better.
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