The Ledger
Every statement that passed quotation and attribution checks. Mix any filter with any other: certainty 1/5, debate potential 5/5, or both at once.
why aren't all 15 resolved? a statement only gets an assessment when the public record can support or contradict it. opinions and what-ifs never can, and 0 checkable ones are still open, waiting for their date. predictions held up or didn't; assertions are supported or contradicted. on every card: ▮▮▮▮▮ certainty · ▮▮▮▮▮ debate potential. speakers are clickable
Srinivasan: 63% of Customers Believe Marketers Sell Them Unneeded Products
“63% of customers think that customers, that marketers are selling them something that they do not need.”
Typeform averaged 55% completion rates compared to SurveyMonkey's 20%
“What is born out in the data is if, you know, on a SurveyMonkey or any other survey tool, the average completion rate is about 20%, and the value of Typeform is that completion rate is around 55%.”
Hale: Brazilian NPS averages 25% higher and UK scores 10% lower
“Brazil. Uniformly, across hundreds of thousands of NPS questions that we have asked, Brazil is about 25% higher, and I hate to say it, if anybody's from the UK, apologies, about 10% lower.”
Hale: Calibrate survey length to the customer's financial and time investment
“It's pretty important to recognize what level of investment your customer's willing to give you, right? And to calibrate that. If you're Uber, it's about 30 seconds, and maybe 10% of the time. If you just spent a million dollars on our enterprise software prod…”
Hale: Only one in three businesses truly prioritize customer centricity
“We recently conducted a survey, this is like within the last four or five months, asking how many businesses really, really believe that customer centricity was really important, and it was about one in three.”
Hale: Retaining a customer is worth about $420 to SurveyMonkey
“In our business, the value of a retained customer is about 420 bucks.”
Hale: 80% of SurveyMonkey's customers arrive via unpaid organic channels
“About 20% of our customers come to us through paid channels. 80% through unpaid channels. Free channels. Organic channels. That is a result of us having, among other things, an NPS in the fifties.”
Srinivasan: SurveyMonkey Is Moving Upmarket to Target Enterprise Customers
“We're moving to enterprise, as you may or may not have heard, and we got some hearts and minds to change on that journey.”
Srinivasan: SurveyMonkey Processes 20 Million Answered Questions Daily
“We have twenty million questions per day answered on our platform”
Srinivasan: SurveyMonkey Embeds Follow-Up Surveys in Lead Gen Confirmation Emails
“At SurveyMonkey, similarly, we're using surveys and customer feedback in the funnel itself, so the minute you submit a lead gen form, you get the email confirmation, and we include a link there to a very quick form where you can give us just a little bit more …”
Srinivasan: High Customer Empathy Boosts Employee Retention by 16 Points
“When we've surveyed individuals who believe that their companies display a high degree of empathy for their customers, 82% of them believe that they'll still be at their job two years from now. Pretty darn high. When we have surveyed those who believe that the…”
Hale: 75% of international survey responses occur on mobile devices
“It's about 75%, and in Japan it's close to 88%, for us anyway. That's our data.”
Hale: I called 10 dissatisfied customers every Thursday morning at 7 AM
“The way I did it is I just did, like, 10 calls on Thursday. It's between seven a.m. And 10 a.m., and I just pounded through the most important 10 that I could get through.”
Hale: 38% of US survey responses come from mobile devices
“It's about 38%, so man in the front row, give him a cigar. 38%, but the thing that's important about that is, over the past 12 months, that's gone up by about seven points, ok?”
Hale: SurveyMonkey surveys relational NPS quarterly and transactional NPS post-event
“At Survey Monkey, we do both, and we ask it in various spots along the customer life cycle. We ask it in a relational way, probably once every six months, increasingly now one a quarter. We ask it in a transactional way, after purchase, after a service experie…”