Make it easy for your customers to share their feedback when it’s relevant to them.
Ask about their experiences and listen to suggestions for improvements and needs.
Find inspiration from survey examples in the entire customer journey.
NPS for Marketing & Loyalty
Marketing is often handling the yearly customer survey. Usually, with many questions, you like answers to. Consider asking fewer and more open questions in the customer touchpoints instead and let customers share what is important to them. Get feedback on the quality of your marketing initiatives. Separate your loyalty survey from other customer experiences to get a fair presentation of detractors, passives, and promoters.
NPS for Sales & CRM
Only a few organizations have learned that customer experience surveys can be a strong tool in the sales process. Salespeople can find it hard to connect or get honest feedback in the sales process. Surveys in the sales process are a new and “free” extra touchpoint and a great sanity check on how you are doing. And imagine if you had it all right there in your CRM system.
NPS for Delivery & Product
No matter if your delivery is about delivering a physical product to your customer, installing a device, doing a service, or implementing a solution you should monitor, or if the delivery is or was satisfying for the customer. Identify challenges early in a project and get it back on track. Understand what your customers love about your products and where you need improvements.
NPS for Service & Contact Center
More leaders understand that controlling employees and agents in service and contact centers with a stopwatch and KPIs will compromise customer satisfaction. Measuring the employees on their behavior and customer satisfaction will increase business and help you keep your customers longer. Add P-GAP to your agent training to improve customer understanding.
“It is a fantastic tool for entering into a dialogue with the customer. The large number of responses has ensured that the statistical uncertainty has been removed from the measurements, so that it is not just a single employee who has all the sour customers, but that there is enough data to show a true picture.”
“We quickly realized that nps.today is a really good tool. It was easy to set up and it supports our way of working with loyalty. We get the results immediately and can use it in all our markets.”
“We are in the process of defining the entire customer journey and getting NPS surveys across all the touchpoints, where we want a greater understanding of our customers’ experiences, needs and wishes. In this way, NPS becomes an integral part of the customer journey.”
“It is a tool that works and creates value and is not just a ‘manifested management tool’ that dies after two and a half months. It is an integral part of the organization, it actually gets used and we can report to our board. It gives value in everyday life that we can see what we do well and follow up on the individual member. That is where the true value lies.”
“The advantage is that with nps.today’s solution you get a quick overview of your data using the dashboards we have set up. That means we can act before it’s too late. We can, because we can constantly follow all incoming answers, and continuously see what NPS score our members give us.”