Category: Customer Success

Should You Use NPS For Your Exit Survey?

Should You Use NPS For Your Exit Survey?

Exit surveys — surveys you send to customers when they cancel their subscription or abstain from upgrade after a free trial, ceasing to use your service — have grown massively in popularity over the last few years, as an increasing number of businesses realize the tremendous value of feedback from departing customers.

Done right, they can provide valuable insights into why customers quit using your product giving you a grasp of the customer experience and the issues they dealt with along the way. Used properly, Net Promoter Score surveys can serve as highly effective tools for learning more about the perception of your product, service or business as a whole, letting you use the unlocked data to drive improvements.

Read full article →

Closing the Customer Feedback Loop: Turn Insights into Action

Closing the Customer Feedback Loop: Turn Insights into Action
“It’s not the score that matters; it’s what you do with it to make promoters that really counts.”
Fred Reichheld, Bain & Company

 

The quote pretty much sums up the whole purpose of adopting Net Promoter Score® – using the captured insights to close the feedback loop.

Customer feedback loop depicts the process of continuous enhancement based on the customers’ insights about the business they interact with. It is one of the most efficient ways to seek for improvements in accordance with clients’ needs. Listening to what they have to say is indispensable since the sought answers lie at the core of customer sentiment.

Read full article →

The Advantages of NPS Over Other Customer Satisfaction Metrics

The Advantages of NPS Over CSAT, CES and Other Customer Satisfaction Metrics

Since it was first introduced in 2003, Net Promoter Score® has established itself as the primary metric for measuring customer satisfaction, retention and potential growth.

However, it’s certainly not the only customer satisfaction metric out there. From CSAT and CES to alternative methods of measuring customer satisfaction, the world of market research is full of useful methods of recording customer sentiment.

Read full article →

5 Ways to Turn Detractors into Promoters

Most unhappy customers decide to never use the service they didn’t like, or even worse, share their disappointment with their friends. Even though negative feedback might seem like a terrible thing, customers that express their dissatisfaction are creating an opportunity for you to improve their experience.

Talking to dissatisfied customers shows that you care about them and helps you prevent unwanted circumstances from happening.

Read full article →