Regular satisfaction surveys enable us to anticipate customers’ ever-changing wishes and needs. We use the following methods to chart customer satisfaction:
Measurement is the key to knowledge. With that in mind, it is essential for your company to conduct regular customer satisfaction surveys. We will work closely with you to identify the survey target group and draft the survey questions, and we will deliver a clear, comprehensive report as soon as the survey is over.
Asking the right questions is vital for an effective survey. After all, the information supplied by the survey needs to paint an accurate picture of how the customer perceives your company and enable you to take immediate action.
Net Promotor Score
Net Promoter Scores (NPS) enable our customer advisors to gauge customers’ loyalty to your company at the end of every interaction with them.
The Net Promoter Score is determined by asking the respondent how likely he or she would be to recommend a given organisation, product or service to other people (i.e. friends, colleagues and family members).
“How likely is it that you would recommend (organisation x) to a friend or colleague?”
Respondents give a score of 0 to 10 (so not 1 to 10) and are classified as follows:
Promoters: Respondents who gave a score of 9 or 10;
Passives (satisfied but unenthusiastic customers): Respondents who gave a score of 7 or 8;
Detractors (unsatisfied customers): Respondents who gave a score of 0 to 6.
Why use NPS measurements?
- NPS is an efficient and competitive tool that gauges customer satisfaction on the basis of a representative sample.
- It provides relevant data for marketing analysis.
- It is frequently used and easy to explain.
- After installation, its cost – based on the method of use (per survey or per IVR-minute) – is very low compared to other solutions.
CSI (Customer Satisfaction Index)
We will use the results of the customer satisfaction survey to produce a Customer Satisfaction Index. We will work with you to determine the criteria for your Customer Satisfaction Index. These may include (a combination of) scores regarding customers’ overall perception of your company, their brand loyalty as expressed by their intention to buy, and so on.