Dwayne Charrington

Author

Dwayne Charrington

Expert Writer |

Dwayne Charrington is an expert writer in customer feedback management, UX design, and user research. He helps businesses understand user intent and enhance the customer experience. Dwayne covers feedback management, lead generation, survey accessibility, and the impact of AI and VR on user interaction. He shares insights on creating effective surveys, improving navigation, and using A/B testing for smarter decisions. Additionally, he focuses on optimizing mobile experiences and champions privacy-by-design, ensuring users feel satisfied, secure, and valued.

Articles by Dwayne Charrington

Customer Experience vs. Customer Service: A Detailed Comparison

When I think about keeping customers happy, customer service is the first thing that comes to mind. It’s what we all default to, right? But here’s the truth—customer service is just one small piece of the puzzle. The bigger picture? It’s called customer experience, and trust me, that’s what really drives long-term success. Customer experience...
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Why Customer Feedback Is Important: A Comprehensive Guide

Have you ever noticed how the best brands seem to just get their customers? They know what people want, fix issues before they become problems, and keep improving. The secret? They listen. In fact, businesses that act on customer feedback are 60% more profitable than those that don’t. And it makes sense—how can you improve...
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Top 18 Customer Engagement Metrics You Should Track & Measure in 2025

Customer engagement is more than just likes, clicks, or comments—it’s about how deeply customers interact with your brand across various touchpoints. I’ve seen firsthand how strong engagement leads to better retention, brand loyalty, and, ultimately, higher revenue. It’s true–even studies show that 86% of customers get ready to pay more for a great customer experience....
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Create Seamless Multilingual Surveys with Best Survey Solutions

Thomas Berger once said, “The art and science of asking questions is the source of all knowledge.” As an entrepreneur, I’ve seen firsthand how true this is when it comes to connecting with diverse audiences. But here’s the reality—asking the right questions is just the starting point. How we ask them, and the language we...
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The Top 45 Examples of Feedback Survey Questions

Ever noticed how people are quick to share a great experience but even quicker to talk about a bad one? Studies show that 72% of customers will tell at least 6 people about a good experience, but if they’re unhappy, 13% will share it with 15 or more. That’s a lot of word-of-mouth power—good or...
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Customer Onboarding Surveys: 40 Questions to Ask in 2025

Did you know that 86% of customers say they’d stick with a company that provides a great onboarding experience? That’s a huge number—and it makes sense. How you initially welcome and guide your customers can set the tone for your relationship. I believe customer onboarding can be seen as a first meeting. You want to...
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15 Key Advantages of Online Surveys: Faster & Smarter Feedback Collection

On an average, online surveys get a 44.1% response rate, which is pretty solid compared to traditional methods. That means nearly half of the people you send a survey to actually take the time to respond—giving you valuable insights without chasing down answers. I’ve seen businesses, researchers, and marketers use them to quickly understand people’s...
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10 Customer Satisfaction Goals to Gain Customer Loyalty

Did you know that 73% of your consumers might switch to a competitor after multiple bad experiences? Honestly, that’s a huge chunk of your potential customer base! It’s a clear reminder that customer loyalty isn’t something you can take for granted—it’s something you have to earn and keep earning. I’ve seen how even minor missteps—like...
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NPS Questions: Types, When to Ask & Why

Marilyn Suttle once put it perfectly: “Thank your customer for complaining and mean it. Most will never bother to complain. They’ll just walk away.” For businesses trying to crack the code of customer loyalty, one common challenge is understanding what makes people stay.  Sure, there’s no shortage of effort—marketing campaigns, product tweaks, and all-out customer...
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