As we start to finish the 2022 year, many businesses are looking at ways they can lean and simplify their business operations, by improving their customer experience to drive growth and return business.
Imagine if you could find out what problems are irritating your customers, causing repeat calls, product defects or warranty claims, and driving unnecessary complaint management in your business?
By observing and listening to feedback from your customers, you can create better experiences and waste less time fixing problems in your business.
Businesses that listen to their customers and respond to customer feedback will improve overall customer satisfaction.
If you provide your staff with the knowledge to resolve the majority of problems that your customers have, your customers will be happier, trust you more and be more likely to provide return business.
Uncovering customer insights can be costly, particularly if you’re planning to do complex things like implementing automated journeys and surveys triggered by different touchpoints to gather feedback.
NPS stands for Net Promoter Score which is a metric used in customer experience programs and measures the loyalty of your customers. Essentially, how many customers are promoting your business, without you needing to spend any money on marketing?
CSAT is short for Customer Satisfaction, which is a commonly-used key performance indicator used to track how satisfied customers are with your organisation.
Before you start asking your customers for feedback, there’s two things you should know – how will you get insights?
You can get insights from your customers both passively and actively.
The best way to find out which topics your staff and customers want to learn more about is to use passive insights – looking and listening to the common enquiries – or what we like to call “ethical spying”.
If you’re running a small business, you can measure your website traffic and where your customers are coming from, what they like and what they’re looking for through tools like Google Analytics.
Something else you could try doing is to review the volumes and types of keywords customers are searching on your website which will help uncover the common issues they need answers for.
A more reliable way to find out what customers really want is through active insights – directly asking staff and customers for feedback, however this can disturb your customer experience because usually only very happy or very dissatisfied customers will take the time to provide feedback and you might be unnecessarily asking disinterested customers for feedback.
Have you tried sending surveys and reviewing comments and feedback, including Net Promoter Score (NPS) to measure exactly how your customers feel?
Once you’ve reviewed and categorised the customer insights, you can easily determine the Top Tasks & Irritants that you need to make sure you get done consistently and iron out any issues.
This is where an NPS platform will help you ask your customers directly for feedback.
Delighted is probably the best option for small businesses, who need to send a small amount of surveys and get actionable feedback, quickly.
Add your logo, customize colors, create a branded survey page — all within the NPS software, no coding required. Surface focused insights by customizing the NPS question to who you are surveying (customers or employees) and what you’d like feedback on (a feature, recent transaction, or the overall experience with your company).
Schedule surveys to send at routine intervals with Autopilot to measure NPS over time. Or, automatically trigger surveys based on key customer journey touchpoints using the Delighted API for highly focused feedback.
Calculate your NPS automatically in real time as survey responses roll in.
Identify the top issues that create detractors, and which segments are most likely to be promoters.
Monitor specific themes and see how your improvements affect the NPS rating over time.
Stay up-to-date with how your NPS stacks up to industry standards with the Benchmarks report.
Compare your score against 20 industries or stay on the industry default selected for you.
Track how your NPS fluctuates over time and filter score data by Trend for a chosen time period.
QuestionPro is probably better if you want a bit more flexibility than just sending NPS surveys.
They cover from basic surveys to complex research, customer experience and employee engagement.
Add multiple question types, logic, and personalized branding. Deploy in seconds and analyze your data in real-time. You can access over 88 features and customizable templates.
From Conjoint Analysis, MaxDiff, and A/B Testing to our Research Services, you will find the research tools you need to uncover complex insights and propel your business to the forefront of your industry. Collect market research responses compliant with multiple local and federal regulations.
Empower your customers with the NPS+ survey question. This will help you identify what works for your promoters and what issues must be addressed immediately.
Create strategies to meet ever evolving customer expectations through journey mapping and closed loop tracking. Promoter amplification, detractor recovery, and customizable dashboards will make customers brand champions.
To create a truly empathetic organization, it’s important to be able to effectively communicate and connect with employees, at scale.
Employee needs are changing at a faster pace than ever before; while managing organizational culture, it’s critical to keep a pulse on the most important drivers of employee engagement and wellbeing, in real-time.
Ongoing feedback from employees, delivered through intuitive dashboards, helps organizations take actions that will have the biggest impact.