For years, companies focused on cost reduction and undermined the power of great customer service - and customer happiness - and the impact that it can have on reducing churn and/or promote repeat purchases. Fortunately, that is starting to change. But how can you really understand how your customers feel?
A good way to do so is through BySide Active Surveys solution, which you can use to create online and/or voice (telephone) surveys in a simple, intuitive and flexible way. As Active Surveys are fully integrated in the BySide platform, all of the information collected is automatically actionable, meaning that it can be used to enrich visitor/customer profiles and help target communication and obtain competitive advantages.
This means that if your customer tells you he’s not happy with his experience, you can do something about it even before he leaves your website! Or, perhaps, you can just automate an outbound call to unhappy customers, to make sure they get proper assistance. This makes a huge difference than simply reacting once you go through survey results reports.
NPS, or Net Promoter Score, is a special kind of survey. It consists on a single question - “How likely is it that you would recommend [a brand|a service] to a friend?” - and a 10-point scale answer that acts as a standard indicator of customer satisfaction. If your NPS is higher than that of your competitors, then your company will probably outperform them. Also, NPS-oriented management leads to better overall business performance. Whether aiming for faster growth or increased profits, NPS can be used as a measurement framework. Again, the feedback that you collect through NPS Surveys is actionable information - you can tailor your communication automatically according to the level of customer satisfaction.
Source: Bain & Company