Published on March 4th, 2020
Net Promoter Score® (NPS) is an index based on customer feedback that will tell you how happy your
customers are, and what they think about your brand. It’s a scientific way to predict business and
revenue growth. Higher NPS results in higher sales and revenue.
NPS measurement can be implemented using surveys and push notifications asking your customers to
take a quick survey. In fact, SurveyMonkey has a ready Net Promoter Score®
template
that you can use to get started right away. Oh, and we
(VirtuaQ) also provide our
clients with NPS services as a customer feedback method after the initial customer engagement using
our tool has been successful.
Add a web smiley panel on the “Thank you” web page after some customer activity or engagement has
been completed, or online order has been placed successfully. Capture feedback in real-time from
real customers, and find out how customers rate your digital customer experience. It works well
because it is so easy for customers to give feedback with a single click or tap on the screen.
The screenshot on the left shows this kind smiley panel, along with an optional comment box, that is
shown to customers of Federal Bank after a chat session with the bank’s virtual assistant.
It
can also be implemented offline, using the
HappyorNot
wireless Smiley touch button screens and terminals, and integrated with online customer feedback.
You can get people to provide testimonials and reviews after they become your customers. You may
already be doing it manually or with a Tablet - asking customers if they are willing to write a
review for you.
But you can get a lot more reviews if you set up an automated system that will
collect reviews. Businesses that integrate and automate a review request system with other existing
customer engagement or eCommerce software will see up to 200% increase in the number of reviews
collected. Providers such as
Advocately and
ReviewBuzz will help
you connect with your happiest customers and turn them into your brand ambassadors.
The three customer feedback methods described above are for people who have already purchased from
you, and you can find out how happy they are and what they think about the customer experience. But
what about those who abandoned the process after starting?
You can increase revenue by up to 15% simply by reaching out to and retargeting all the people who
have abandoned partial form fills. Hit them with exit-intent popups or an offer to speak with a live
chatbot or human customer service representative after they have finished browsing, but before they
try to leave. Try
Poptin or
Privy to set
up free exit-intent popups.
Want to find out what your customers think about you? Are they happy? Do they want anything else?
Will they come back to your shop? Will they refer you to their friends and family? Just pick up the
phone. Talk to them.
Add a schedule for calls to existing customers into your CRM, or at least
cook up a spreadsheet for this. If you want it done professionally, a dialer and Interactive Voice
Response (IVR) can automate a lot of the grunt work in terms of calling people up and collecting
responses. Try Exotel’s
automated survey
and feedback system that works via calls and SMS.
If you want to meet and talk with customers where they are, then you’re likely to be spending a lot of time on social media. But apart from getting website traffic, generating leads and building brand awareness, you can also use Twitter, LinkedIn and Facebook as customer feedback channels.
Start using social media monitoring tools such as Hootsuite or Buffer that will provide instant notification of keywords and mentions that are relevant to your business.