Cases and blog

Exploring survey fatigue: the hidden obstacle in gathering genuine feedback and the strategies to overcome it.

Citizen Image Score (BIS) is a further development of NPS and P-GAP that can be used for measurements in the public sector.

Our clients know all there is to know about the importance of listening to their customers and, yet, how hard this may be. This is why they collaborate with us towards systematising customer measures and feedback.

When customer satisfaction is in the hands of your employees, it’s important that you prepare them well. An increasing number of companies use measurements and feedback from customers as a dialogue tool. This enhances the employees’ commitment and contact with the customer.

What is Customer Lifetime Value (CLV)? And why does it matter? In our guide, you’ll learn more about understanding and succeeding with CLV.

What is customer satisfaction? And how do you measure it? Learn more about getting the full picture of customer satisfaction in our guide.

Get the best tips to turn measurements into concrete, value-creating actions, under the expert guidance of the leading experts in the field.

Satisfied customers are paramount to running a healthy business. High customer satisfaction results in loyal customers who act as good ambassadors, but also provide you and your organization with valuable knowledge. At nps.today, we know everything about how to put together, carry out and evaluate a good satisfaction survey. Read more here.

The most important part of your business is your customers. Without them, you have no one to sell your products to, and it can hardly be underestimated how important satisfied customers are to whether you get more customers. Learn about the importance of customer satisfaction and how to attract more satisfied customers with nps.today.

The good customer experience is when a customer has had a positive overall experience with an organization or company. It is an advantage to invest in giving customers positive experiences, because studies show that this leads to loyal, returning customers and thus increased earnings.

Do customers not respond to the annual survey? And is it a challenge to compare the answers across the company and translate them into concrete action? With one scale and one question, you make it easier for both you and your customers to make customer surveys.

By using NPS measurements in customer centers and customer service, customers’ experiences become visible to service employees, who can act proactively. Get really sharp on why NPS is the ultimate tool for customer service.

It is not difficult to send a NPS measurement in an email to a customer. But one thing is to collect answers, quite another is to optimize the way you measure so that the Net Promoter Score creates value for both company, customer and employee.

We have put together a number of tips to improve the customer experience. With an NPS-based loyalty program, it is possible to reap input from customers.

P-GAP calculates the difference between the customer’s and the employee’s experience in a given situation and generates a report with the result.

It has to be clear that the fundamental point of departure is that an NPS measurement has to stand alone to have the best possibilities of succeeding. If it has to be effective and have an operation character too, the surveys have to be conducted drip by drip so that the follow up can be timed appropriately.

It is often in the marketing department of the company, that production and distribution of content occur. But even though a lot of content is produced, you should still look it over and ask the question: Is our content creating value for our customers, and does it create customer loyalty?

Have you figured out how it can pay off that you, as the CFO, are getting involved in the activities about loyalty and customer satisfaction in your organization, and thereby create a stronger bottom line for your company?

The customers must not only be satisfied – they must be extraordinarily satisfied.

Is customer focus a natural part of your business strategy? If not, you might want to reconsider your strategic focus areas.

Net Promoter Score kaldes også ”Det ultimative spørgsmål” fordi du kun stiller dine kunder et spørgsmål.