The easiest thing in the world is to buy a system and feed it with email addresses and then just send out surveys and get responses in. But to create real value, the organisation must be involved, and the work must be supported by a good platform. When we evaluate the customer experience platforms that are on the market, I find time and time again that nps.today is ahead of the pack – and that was the case here too.
With nps.today, we know we don’t trouble customers unnecessarily. They only hear from us when it’s relevant. At the same time, our NPS surveys give us access to aggregated data that can provide insights about the customers. We were quickly up and running with a solid solution. The rollout was smooth, and in our other companies we’re carrying out the implementation in small chunks, so we’re sure that the organisation is involved
It’s one thing to measure, but we also need to build an understanding of why customers respond the way they do. And we need to make adjustments that show our customers that we’re listening and are making an effort to meet their needs. Therefore, all three elements – measuring, understanding, acting – are equally important for our vision of being able to work purposefully to create good experiences throughout the customer journey