In this article you will find out…
- How NPS® is measured and how you can act on NPS®
- How you can use NPS® to develop and improve your customer service
- What business benefit you can expect
– Limited time offer for NPS® measurement
As competition grows, it becomes easier to change suppliers and brands, which also increases customer demands. A good product is no longer enough – Creating long-term, lasting relationships is more important than ever!
All interactions, whether it's a face-to-face meeting, a contact via your website or phone, are important to capturing the customer experience. Loyalty is affected in all contact areas throughout the customer life cycle.
We help you set up and get started measure customer service.
Three tips – Measure and act on NPS®!
With over 20 years in the customer and employee survey industry, we list our top three tips for measuring and acting on customer feedback to save relationships, find ambassadors, and create a customer-centric company culture at the same time.
Take help from NPS®!
The best way to gain insight into how your customer service is perceived is to ask your customers.
NPS® is a key figure used to measure loyalty in customer relationships and provides an answer to the question "to what degree are you willing to recommend x to a friend or colleague". Take responsibility for customers' willingness to recommend you to others, i.e. increase your NPS® by:
- Increase customer lifetime by reducing churn.
- Reduce operational costs through continuous improvement of operational processes.
- Drive new customer sales using the "word of mouth" effect.
The feedback from our measurements gives you insight into what you are doing well and should continue to do, as well as what needs to be improved.
Read more about NPS® and how you can act on NPS®
Close the loop
Capturing feedback is important, but it's what you do with it that matters. Feedback to customers who have been in contact with customer service, especially those who have been dissatisfied. Communicate how their feedback has been received and send a clear message to the customer: We hear you, we appreciate your feedback and we take your knowledge to heart.
"We have measurements after the customer interacts with us and asks the satisfaction question. Many companies are satisfied with that, but not us. We take this seriously and want to find out what is behind any low ratings, so our customer service calls them up. Their task is to identify customer problems, quickly find solutions and get to the bottom of the problem.
Emma Fernlund Tele2
Make feedback from the NPS® measurement available to everyone
Do the customer's feedback available to all employees, in every part of the business, not just in customer-facing services, and get a more customer-focused organization by spreading the word of the customer. You share the feedback, for example, on intranets or screens in the office.
Expected business benefit with NPS®?
The purpose of measuring NPS® in customer service is to improve the customer experience. The customer experience should generate more loyal customers who drive profitability with the help of customer insight, analysis and actions based on continuous customer feedback.
The goal is:
- Increased customer focus
Continuous feedback is the basis for learning and development and drives a customer-oriented culture at the company. - Increased sales
Word of mouth and increased NPS® scores drive growth, access to greater share of wallet and new customers. - Increased profitability
Proper long-term improvements in operational feedback and a reduced churn affect the bottom line to a high extent. More precision based on the customer's perspective in product development are also important keys to profitability. - FUN!
Creating happy customers is fun!
Summary and offer
With the help of Quicksearch, you gain insight into how customers experience your customer service and can act immediately in the event of any problems. We provide you with an easy-to-use interface where customer service can easily see who are ambassadors, passives or critics and can act accordingly.
Increased customer focus – Increased sales – Increased profitability.
Right now we have a limited time offer where we follow up on your last 200 customer service calls. We conduct a one-time measurement with the NPS® question and compiles the customers' feedback in a results report for only SEK 9,900.
If you want to know more, contact us at Quicksearch via the form below or by phone and we will get back to you shortly.
