Let’s be honest: surveys are tricky, and over time, we (the survey creators) have created some weird habits. We ask people how they feel about something — ranging from a simple online purchase, to something as complex and layered as say, their happiness at work — on a scale of 1
We've been collaborating with customer experience teams across industries -including one of the UK's leading banks - to get under the hood of a shared, persistent challenge: making sense of qualitative customer feedback at a huge scale. Let's dig in to the challenge. Understanding
Data
My daughter’s school is due for an school inspection, and it got me thinking - these reports are actually a goldmine of feedback. Fortunately, I'm the founder of Sunbeam, a company that specialises in extracting meaning from unstructured feedback. 💡For those outside the UK: Ofsted is the
Meet Sonny, our new Chief Engineer and office coffee machine—keeping our Bristol SaaS team buzzing, one cup at a time!
Feedback Analysis
Explore how product and CX teams are rethinking feedback analysis, and leaving behind research-first tools for scalable, real-time insight that drives change.
Customer Experience
Discover how to transform customer and employee feedback into actionable insights. Our five-step methodology turns overwhelming data into clear, strategic intelligence that drives meaningful business decisions.
Nobody wants to fill in a survey. That was our driving hypothesis behind our new, next-generation survey tool that we're happy to share today.
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Using our feedback analytics platform for hotels, Sunbeam, we analyze what sets 7-star hotels apart by categorizing millions of pieces of feedback and identifying the themes that drive exceptional experiences.
If you run an employee survey that allows individual questions to be skipped (which it should!) then you might wonder if this has an impact on representation or margin of error. This is what to expect from employees skipping questions.
We built Sunbeam to help you handle the flood of online feedback more easily. While Google Reviews is crucial for local search rankings, it offers only basic filtering for positive or negative feedback. Sunbeam can show you exactly what to improve so your brand always looks its best.
Our founder, Joe, recently appeared on the Checking In podcast to discuss how the hospitality industry can use Sunbeam for hotel review management, and how using AI to go deeper makes it simple to identify how to improve guest experience.
In many organizations, “anonymous” surveys are actually better described as “confidential.” There’s a critical difference: truly anonymous surveys don’t track who provided which response, whereas confidential ones can tie responses back to individuals.
If you’re looking to truly understand how your employees feel and why they feel that way, the answer is a resounding “yes.” Open-ended questions bring depth and nuance that purely numerical ratings often miss. Here’s a closer look at how you should be using free-text feedback in your surveys.
Benchmarking can be helpful, but it shouldn’t overshadow your overall engagement strategy. Here are three points to keep in mind when deciding who you stack up against.
Benchmarking an employee engagement survey by comparing your engagement survey results with external norms can certainly offer valuable context. But it’s not the silver bullet some might expect. Here’s what to keep in mind.
When designing an employee engagement survey, a common concern is choosing the right questions. You don’t want to waste anyone’s time, and you need insights that will guide real action. Here are three key considerations.
Feedback can feel like a sea of complaints, but look closely, and often you can find hidden gems. Take this real example from The Windmill Farm hotel in Lincoln : “It would be helpful if there was some grab handles to help older people to get in and out of the
Employee engagement metrics can feel like a maze of competing definitions and methodologies. The truth, however, is that while many providers claim to have a unique formula, most approaches are closely correlated.
When it comes to employee engagement surveys, one of the most frequent questions is whether the results accurately reflect everyone’s views. Here’s what you need to know.