Don’t just satisfy your customers - impress them!
“The core of NPS is to learn from verbatims how you can get better” – said Fred Reichheld, the creator of the Net Promoter Score. With automated text analysis, going this extra mile is so much easier.
Since its creation in 2003, the Net Promoter Score has become one of the most widely used customer experience measures, utilised by most companies from small businesses to billion-dollar corporations. The analytic experts at Zurvey.io know very well that in most cases, NPS is the key driver of profitable growth – so our survey tool automatically calculates this score for you.
What has Fred Reichheld’s research taught us? By definition, your Passives (those with an NPS of 7 or 8) are your satisfied but unenthusiastic customers. They are necessary to your business as well, but Promotes, those who don’t only return, but also recommend your business to others, will be the ones helping you grow by becoming your extended marketing department. What is more, they are likely to continue to promote you even after they’ve naturally outgrown your product, due to a change in their living situation, aging, or any other factor.
Therefore, figuring out a way to not just accurately measure but also understand customer loyalty and satisfaction is extremely important. The customer feedback underlying the NPS numerical score will tell you so much more about them than the score itself. Besides, those who recommend us put their own reputations on the line, so gaining your customers’ loyalty is not to be taken lightly.
“Enrich the lives you touch”
There’s an important behavioural guidance behind NPS, also emphasised by Fred Reichheld: enrich the lives you touch. With an effective Net Promoter System, companies are essentially trying to assess their true impact on a customer. In his opinion, we should treat customers the same way we would also like to be treated. This is where those who correctly utilise NPS find the motivation to impress their customers and thus turn them into Promoters.
To do that, you don’t necessarily need complicated surveys, but you need effective ones. Even back in 2003, Fred Reichheld warned that with the advent of analytical software, companies will soon be able to bypass research firms and improve the quality and timeliness of feedback. He saw how new tools enabled companies to gather customer feedback and report results in real time, funnelling them directly to frontline employees and managers.
With the power of Zurvey.io’s automated text- and sentiment analysis, not a single piece of customer feedback goes to waste, and you will be able to act on all of them quickly, not letting any issues get out of hand. We at Zurvey.io are proud to represent Reichheld’s values, and directly or indirectly enrich as many lives as we can.
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