Tag: customer satisfaction

Posted on by DigitalMarket

Totango vs. EvaluationsHub: When You Need More Than Just Customer Health Scores

Totango is a well-known customer success platform. It helps CS teams track customer health, usage trends, and milestones across the lifecycle. But if your organization needs to collect structured input from customers, suppliers, or internal teams, or run repeatable evaluations that trigger action—Totango may not go far enough.

EvaluationsHub is built specifically for that.

Rather than a dashboard of data passively flowing in, EvaluationsHub gives you a push-based evaluation engine that lets you actively gather and structure insights—then close the loop automatically.

Where Totango Shines

Totango is strong in:

  • Tracking product usage and onboarding milestones

  • Automating customer health scoring

  • Building success plans and task-based workflows

  • Monitoring expansion or churn risk

It’s especially useful for SaaS companies with digital products and lots of user behavior to analyze.

But what if your product isn’t software? Or your relationship doesn’t rely on log-ins? What if you want feedback not just from customers, but from suppliers, partners, or internal teams?

That’s when Totango starts to feel limited—and where EvaluationsHub takes over.

EvaluationsHub: Purpose-Built for Structured Feedback, Not Just Passive Signals

EvaluationsHub doesn’t assume feedback comes from usage data. It assumes you need to ask the right people the right questions at the right time, score the responses, and drive change.

It’s ideal for:

  • Supplier scorecards (automated and recurring)

  • Customer onboarding evaluations

  • Internal assessments (e.g., procurement, compliance, ESG)

  • Cross-functional project reviews

  • Structured post-delivery or risk audits

With no-code templates, automated scoring, and branded portals for every stakeholder, EvaluationsHub lets you run consistent evaluation cycles at scale—and actually track what happens next.

Totango vs. EvaluationsHub: Side-by-Side Comparison

Feature / Capability Totango EvaluationsHub
Primary Use Case Customer health tracking for SaaS Cross-stakeholder evaluations across customers, suppliers, and teams
Product Usage Analytics ✅ Native feature ✖️ via APIs
Customer Feedback Surveys ⚠️ Light support via integrations ✅ Built-in evaluation engine
Different Stakeholders Evaluations ✖️ Not supported ✅ Core functionality – automated, recurring
Onboarding Experience Evaluation ⚠️ Indirect tracking ✅ Structured feedback from multiple parties
Custom Evaluation Templates ✖️ Not built-in ✅ No-code builder with scoring logic
Score Aggregation & Reporting ✅ Customer health scoring ✅ Evaluation-based scoring across all entities
Internal Stakeholder Input ✖️ Not designed for that ✅ Push evaluations to teams in procurement, sustainability, etc.
Branded Stakeholder Portals ✖️ No ✅ Yes – fully customizable
Loop Closure & Action Tracking ⚠️ Success plans (manual follow-up) ✅ Per-question accountability and status updates
Speed to Deploy Weeks to configure ✅ Live in hours with pre-built templates
Pricing Model Tiered, SaaS-focused Modular and transparent – very cost-effective

Totango Helps You Track. EvaluationsHub Helps You Act.

Totango is great for monitoring software-driven customer journeys.
EvaluationsHub is built for executing structured evaluations—on any relationship, digital or not.

If you rely on suppliers, partners, internal teams, or clients and want to:

  • Run evaluations at regular intervals

  • Automate scorecards and follow-up

  • Prove improvement over time

…EvaluationsHub provides the automation and stakeholder flexibility that customer success tools weren’t designed for.

Final Thought

Totango helps you understand customer health, assuming you can measure it from data.
EvaluationsHub helps you ask, evaluate, score, and improve—across all stakeholders.

It’s not a replacement—it’s a new layer for organizations that need structured, repeatable evaluation cycles that go beyond the SaaS playbook.

Get Started Instantly

With EvaluationsHub, you can try a fully managed live evaluation—free—so you can see how it performs in your actual workflow, not a sandbox.

👉 Run your first structured evaluation now

Posted on by Bert Paesbrugghe

A feedback loop is more than just a mechanism for collecting input—it’s a powerful tool for driving continuous improvement, fostering innovation, and maintaining a competitive edge. Whether you’re enhancing customer experiences, improving internal processes, or refining a product, designing an effective feedback loop ensures you’re learning and evolving. In this blog, we’ll break down the feedback loop process into actionable steps, from setting goals to implementing changes, so you can create a system that delivers meaningful results.

What is a Feedback Loop?

A feedback loop is a structured process in which input (feedback) is gathered, analyzed, and used to inform decisions and actions. The “loop” concept refers to its cyclical nature: once changes are implemented, new feedback is collected to evaluate the impact, and the process starts again.

Types of Feedback Loops

  1. Positive Feedback Loops: Reinforce actions that lead to desirable outcomes, encouraging more of the same behavior or decisions.
    • Example: Customer praise for faster delivery times motivates further investment in logistical improvements.
  2. Negative Feedback Loops: Highlight areas for correction or change, prompting course adjustments.
    • Example: Product complaints lead to design improvements for better usability.

Why Feedback Loops Matter

Feedback loops are crucial for organizations aiming to:

  • Enhance Customer Satisfaction: Listening and acting on feedback demonstrates commitment to customer needs.
  • Improve Products and Services: Data-driven insights help refine offerings and stay competitive.
  • Boost Employee Engagement: Transparent loops in internal processes empower teams to contribute and feel heard.
  • Ensure Continuous Improvement: Regular evaluation and iteration keep businesses agile and adaptive.

Key Steps to Designing the Perfect Feedback Loop

1. Define Clear Goals

Before diving into the feedback process, determine what you aim to achieve. Having clear objectives ensures the feedback you collect is relevant and actionable.

How to Set Goals:

  • Identify the area of focus: Are you improving a product, service, or internal process?
  • Set measurable outcomes: Use KPIs like customer satisfaction (CSAT) scores, Net Promoter Score (NPS), or product adoption rates.
  • Align goals with your broader strategy: Ensure your feedback loop supports your organizational objectives.

Example Goal: Increase customer satisfaction by 15% in the next quarter by improving delivery times.

2. Collect Input

Gathering feedback is the foundation of a successful loop. Use diverse methods to capture different perspectives and insights.

Methods to Collect Feedback:

  1. Customer Surveys: Online forms, in-app surveys, or NPS tools for quantitative insights.
  2. Interviews and Focus Groups: Qualitative feedback for deeper understanding.
  3. Analytics Tools: Use data from user behavior, reviews, and social media.
  4. Employee Input: Internal surveys or suggestion boxes for operational improvements.

Best Practices:

  • Keep surveys concise and focused on key areas.
  • Use open-ended questions for qualitative depth.
  • Incentivize participation, such as discounts for customers or recognition for employees.

Example: Use an NPS survey to ask customers: “How likely are you to recommend our service to a friend or colleague?”

3. Analyze Results

Once feedback is collected, analyze it to uncover trends, identify pain points, and prioritize actions. This step turns raw data into actionable insights.

Steps for Analysis:

  1. Organize Feedback: Segment data by customer demographics, product types, or regions.
  2. Identify Patterns: Look for recurring themes, such as common complaints or frequently requested features.
  3. Prioritize Issues: Use a framework like the Impact vs. Effort Matrix to focus on high-impact, low-effort improvements first.

Tools for Analysis:

  • Customer feedback tools like Medallia, EvaluationsHub or SurveyMonkey.
  • Analytics platforms such as Google Analytics or Mixpanel.
  • Data visualization software like Tableau or Power BI.

Example: Analysis reveals that 70% of complaints stem from delayed shipping times, indicating an urgent area for improvement.

4. Implement Changes

Acting on feedback is where the loop creates value. Implementation demonstrates to stakeholders that their input matters.

Steps for Implementation:

  1. Develop an Action Plan: Break down tasks needed to address feedback into clear steps.
  2. Assign Responsibilities: Ensure each task has an owner and a deadline.
  3. Communicate Changes: Let stakeholders (customers, employees, etc.) know how their feedback influenced the updates.

Tips for Successful Implementation:

  • Use agile methods for iterative improvements, especially in product development.
  • Start with pilot programs for major changes to test their impact.

Example: Based on customer feedback, a company invests in better logistics software and trains employees to reduce delivery times by 20%.

5. Close the Loop

Closing the loop means communicating the actions taken and seeking further feedback. This step is essential for building trust and ensuring continuous improvement.

How to Close the Loop:

  1. Update Stakeholders: Inform customers, employees, or other stakeholders about the changes made.
    • Example: “Thanks to your feedback, we’ve improved our delivery process to ensure on-time shipments!”
  2. Solicit Follow-Up Feedback: Gather input on the effectiveness of the changes.
    • Example: Use post-implementation surveys or interviews to measure satisfaction.
  3. Track Results: Compare KPIs to the baseline to determine whether goals were achieved.

6. Monitor and Iterate

Feedback loops are not one-and-done processes—they thrive on iteration. Regularly monitor results and adjust based on new feedback.

Steps for Iteration:

  1. Set a Review Cycle: Conduct evaluations quarterly, monthly, or as appropriate.
  2. Scale What Works: Expand successful changes to other areas.
  3. Evolve the Loop: Adapt the process as your organization grows or customer needs change.

Common Challenges and How to Overcome Them

1. Low Participation Rates

Solution: Simplify feedback collection methods and offer incentives for participation.

2. Biased or Incomplete Feedback

Solution: Use multiple feedback methods and ensure diverse participation to avoid skewed results.

3. Failure to Act on Feedback

Solution: Prioritize and resource actions effectively to maintain trust with stakeholders.

Example of a Feedback Loop in Action

Scenario: An e-commerce retailer struggles with poor customer satisfaction due to delivery delays.

  1. Set Goals: Improve delivery times by 20% within six months.
  2. Collect Input: Conduct customer surveys and analyze shipping data.
  3. Analyze Results: Identify bottlenecks in the logistics process.
  4. Implement Changes: Invest in a new logistics platform and train employees.
  5. Close the Loop: Inform customers of the improvements and monitor feedback on the updated delivery process.
  6. Monitor and Iterate: Regularly review shipping metrics and adjust processes for further optimization.

Conclusion: Designing the Perfect Feedback Loop

A well-designed feedback loop transforms feedback into meaningful change, creating value for both businesses and their stakeholders. By setting clear goals, collecting diverse input, analyzing results, implementing changes, and iterating, you can foster a culture of continuous improvement.

Start small, measure your progress, and remember that a feedback loop is only as effective as the actions it inspires. With dedication and consistency, you can create a system that propels your organization toward long-term success.

Posted on by Bert Paesbrugghe

In today’s highly competitive business landscape, understanding your customers isn’t optional—it’s essential. Customer evaluations are the cornerstone of this understanding, providing businesses with actionable insights to improve satisfaction, retention, and operational efficiency. This blog will dive deep into the importance of customer evaluations, the tangible benefits they offer, and how to implement them effectively.

What Are Customer Evaluations?

Customer evaluations are structured processes through which businesses gather feedback from their customers about products, services, or overall experiences. These evaluations can take various forms, including surveys, interviews, focus groups, or even automated feedback tools.

Key Goals of Customer Evaluations:

  1. Understanding Customer Needs: Identifying what your customers value most.
  2. Measuring Satisfaction Levels: Pinpointing areas of success and those needing improvement.
  3. Building Stronger Relationships: Demonstrating that your business listens to and acts on customer input.

Why Customer Evaluations Are Critical for Businesses

1. Bridge the Gap Between Assumptions and Reality

Businesses often rely on assumptions about what customers want or need. Customer evaluations provide real-world data, replacing guesswork with factual insights. This ensures your business decisions align with actual customer expectations.

2. Enhance Decision-Making

Data-driven decision-making is a hallmark of successful businesses. Evaluations deliver the data needed to prioritize initiatives, allocate resources effectively, and identify potential issues before they escalate.

3. Foster Customer-Centricity

A customer-centric approach is critical in modern business. By regularly evaluating customer sentiment, businesses can embed customer needs into their operations, product development, and overall strategy.

The Benefits of Customer Evaluations

1. Improved Customer Satisfaction

Customer satisfaction is a key driver of success, and evaluations offer a direct way to measure and improve it. By identifying pain points and addressing them, businesses can enhance the customer experience.

How Evaluations Improve Satisfaction:

  • Pinpointing Problems: Evaluations reveal specific issues customers face, allowing targeted improvements.
  • Feedback-Driven Innovation: Feedback from evaluations can inspire new features or products tailored to customer needs.

Example: A software company might discover through customer evaluations that users struggle with a particular feature. By redesigning the feature based on feedback, the company not only resolves the issue but also demonstrates its commitment to user satisfaction.

2. Increased Customer Retention

Acquiring new customers is often more expensive than retaining existing ones. Evaluations help businesses nurture loyalty by showing customers that their opinions matter and their concerns are addressed.

The Role of Evaluations in Retention:

  • Proactive Problem-Solving: Identifying and fixing issues before customers churn.
  • Strengthened Trust: Customers are more likely to stay loyal when they feel heard and valued.

Example: A retailer conducts post-purchase evaluations to gauge customer satisfaction. If a customer reports dissatisfaction, the retailer can quickly follow up with a resolution, turning a negative experience into a positive one.

3. Operational Efficiency

Evaluations don’t just benefit customers—they also streamline business operations. By highlighting inefficiencies, evaluations enable businesses to optimize their processes, reducing costs and improving productivity.

Ways Evaluations Boost Efficiency:

  • Spotting Workflow Bottlenecks: Feedback may reveal areas where processes are causing delays or frustration.
  • Prioritizing Efforts: Evaluations help businesses focus on the changes that will deliver the greatest impact.

Example: A logistics company uses customer evaluations to identify recurring issues with delivery times. By addressing these problems, the company not only improves customer satisfaction but also reduces operational inefficiencies.

Implementing Effective Customer Evaluations

While the benefits of customer evaluations are clear, their success depends on implementation. Below are steps to ensure your evaluations are impactful:

1. Define Clear Objectives

Before conducting evaluations, establish clear goals. What do you want to learn? Common objectives include:

  • Measuring satisfaction with a specific product or service.
  • Understanding customer expectations.
  • Identifying areas for improvement.

Tip: Align your objectives with broader business goals for maximum impact.

2. Choose the Right Evaluation Methods

The method you choose will depend on your objectives and customer base. Common methods include:

  • Surveys: Best for collecting quantitative data. Tools like Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT) are popular options.
  • Interviews or Focus Groups: Ideal for gaining qualitative insights.
  • Automated Feedback Tools: Streamline the evaluation process, especially for high-volume customer interactions.

3. Ask the Right Questions

The quality of your evaluation depends on the questions you ask. Keep them:

  • Clear and Concise: Avoid jargon or overly complex phrasing.
  • Relevant: Focus on aspects of your product or service that you can influence.
  • Actionable: Ask questions that lead to insights you can act upon.

Example Questions:

  • How satisfied are you with your recent experience?
  • What is one thing we could do to improve your experience?
  • Would you recommend our product/service to others?

4. Analyze and Act on Feedback

Gathering feedback is only the first step. The real value comes from analyzing and acting on the data. Use tools like dashboards or data visualization software to identify trends and actionable insights.

Steps to Take:

  1. Segment Feedback: Group responses by customer type, product, or region for deeper insights.
  2. Prioritize Actions: Focus on high-impact areas first.
  3. Close the Loop: Communicate with customers about the changes you’ve made based on their feedback.

Tip: Regularly share findings with your team to align everyone on customer priorities.

5. Monitor and Iterate

Customer needs and expectations evolve, so evaluations should be an ongoing process. Regularly monitor the effectiveness of your evaluation strategy and make adjustments as needed.

Example: A hospitality company might implement quarterly surveys to track changing guest preferences over time, ensuring their services stay relevant.

Common Challenges and How to Overcome Them

While customer evaluations are invaluable, they come with challenges. Here’s how to address some common hurdles:

1. Low Response Rates

  • Solution: Simplify your evaluations. Short surveys and clear incentives (e.g., discounts) can boost participation.

2. Biased Responses

  • Solution: Use diverse methods to gather feedback, ensuring a representative sample.

3. Inability to Act on Feedback

  • Solution: Prioritize actionable insights and ensure you have the resources to implement changes.

Conclusion: The Power of Customer Evaluations

Customer evaluations are more than a tool—they’re a strategic asset. By understanding and acting on customer feedback, businesses can achieve:

  • Happier customers through improved satisfaction.
  • Loyal customers who drive long-term growth.
  • Efficient operations that save time and money.

Whether you’re a startup or an established enterprise, investing in customer evaluations is one of the smartest decisions you can make. Start small, iterate, and always keep your customers at the heart of your efforts.

With the right approach, customer evaluations can transform your business, turning challenges into opportunities and insights into action. Your customers are your most valuable asset—make sure their voices are heard.