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Many organizations measure customer experience with NPS, CSAT, or CES. But how do you turn these insights into tangible improvements? At CYS, we value actionable insights and data-driven work highly. In the first article in this series, we mainly zoomed in on the characteristics of organizations where data-driven work is part of a customer-centric culture. In this second article in the series, we go deeper into the steps to move from insights from feedback to concrete improvement actions and how you anchor data-driven work sustainably in your organization.

Many organizations measure customer experience with NPS, CSAT, or CES. But how do you turn these insights into tangible improvements? At CYS, we value actionable insights and data-driven working very highly. In this first article in this series, we zoom in on organizations that have successfully taken that step and are undergoing the transformation to a customer-centric culture. What lessons can we draw from organizations that have succeeded in putting the customer first in all facets by working in a data-driven way?

Measuring customer satisfaction is essential for organizations that want to grow. With tools like CYS, you focus on the core with short questionnaires, real-time analyses, and visual dashboards. Use the CSAT score for immediate insight and improve satisfaction with practical tips, such as sharing customer stories, responding quickly to feedback, and relevant links with data. It's not just about measuring, but about continuous improvement for happy customers and more success.

We’re excited to unveil a powerful new feature that gives your team more flexibility and control when it comes to collecting feedback from your digital touchpoints:  Web Widgets are here!  With just a few lines of code, you can now embed custom feedback buttons or popups directly on your website — making it easier than ever to capture real-time input from visitors. 

A customer-centric organizational culture strengthens both customer experience and employee engagement. The culture consists of shared values and behaviors that determine how your company functions. With tools such as the eXperience Culture Scan, you can map out the culture and points for improvement. Start measuring, make optimization a continuous process, and work specifically towards a customer-centric culture. Happy customers start with a strong foundation in your organizational culture.

Organizations today face increasing pressure to optimize both customer and employee satisfaction. Whereas traditionally customer experience (CX) and employee experience (EX) were seen as separate domains, people-driven organizations recognize the power of combining these two pillars. The result is a work environment where both employees and customers feel valued, leading to significant improvement in overall […]

Do you want to retain employees, increase their engagement and reduce turnover? Then it starts with listening-and most importantly, with doing. Employee feedback (EX) is worth its weight in gold, but many organizations get stuck with measurement. While the real difference is made in what you do after the survey. By seriously embracing employee feedback […]

At CYS, we believe that research should be for everyone — and that means making our surveys accessible, inclusive, and easy to use, no matter who the respondent is or how they interact with technology.  In line with global accessibility standards and our own commitment to inclusive design, we’re proud to announce a major enhancement to the respondent experience:  Speech-to-Text support for all long text answer fields, now available on both web and mobile platforms. 

Measuring employee engagement becomes easy with the right tools. Choose proven methodologies such as the Employee Energy Pulse or eXperience Culture Scan, and use user-friendly features such as mobile apps and smart data links. Make insights visually appealing with real-time infographics to stimulate action. Start measuring today and improve engagement step by step.