Let the Voice of the Customer be the guiding principle for your organisation! By using metrics like NPS, CES and CSAT, you can make VOC more tangible. In this series about the Voice of the Customer, we will go into the details of these three KPIs. This time we will explain the importance of using NPS when collecting and measuring the Voice of the Customer. <\/p>\n
The Net Promoter Score measures the loyalty of the customer. The NPS method asks: \u2018How likely is it that you would recommend product\/service\/company X to friends or family?\u2019. Respondents answers on a scale of 0 to 10. Based on their score, respondents can be categorized into three groups: Detractors (0-6), Passives (7-8) and Promoters (9-10). To calculate the absolute score, you must take the percentage of Promoters and then subtract the percentage of Detractors. The result is used as an absolute score that can range from -100 to +100. <\/p>\n
With the CYS innovative questioning process based on the Root Cause Analysis Method, you don\u2019t just measure the Net Promoter Score, but you will also measure why the customer gave you this score using three simple follow-up questions. These questions, an open answer-box and the categorized follow-up questions, are the most valuable. The customer provides real-time feedback that can be used for improvement, coaching and adjustments within your company. <\/p>\n
An annual customer satisfaction survey isn\u2019t anything new for most organisations, but what is the real impact of these periodic surveys? Quite often, there is no further follow-up or fundamental impact on the management or processes. The reason for this lack of impact is the fact that market research reports tend to be more of an overview of the average customer rather than providing actionable insights. <\/p>\n
By deploying NPS daily, you really find out what the customer thinks. By answering follow-up questions, respondents provide insight into the underlying reasons for their score. After answering the recommendation question, the customer is asked to write down in an open answer field why he or she would or would not recommend your company and then choose which category and subcategory this feedback falls into. Based on this information, you can analyze the drivers behind the Net Promoter Score in up to 64 different categories. A generic company-wide NPS is not that valuable. Find out why the NPS was given. Collecting customer feedback and making it actionable for every department and every individual employee are the next steps! <\/p>\n
Does your organisation only believe in high scores? If you don’t know why a customer does or does not recommend your organisation, you have very limited knowledge and background of your customer. Many companies make a mistake there and think that knowing and measuring an NPS is enough, while it is precisely the follow-up questions that reveal the most about your customers. As Willem Mes, Operations Director at Carglass, indicates in ten tips to get the most out of your NPS: \u201cRead what the customer tells you. With the number you can compare differences, it’s about the open answers.\u201d The answers say much more about the customer experience and customer loyalty than just a score. <\/p>\n
The stories of the experience (storytelling) that do or do not lead to a recommendation; that is the feedback that you as an organisation must tackle with both hands. Listen to the Voice of the Customer and don’t just think about the score! Consider where in which layer of which department the improvement has the most direct impact and determine where your priorities lie. From there, you can optimize processes step by step. The trend of your NPS and the feedback from customers are more important than just a high score. <\/p>\n
If your organisation’s current NPS is quite high, does that mean you should stop measuring? Of course not! Don’t be blinded by high scores. Motivate every employee in every department to increase customer enthusiasm. Start by formulating a realistic goal for your organisation. You can always improve your customer satisfaction, even if your NPS scores are high! Keep following customer feedback and anticipate this as an organisation. <\/p>\n
When there is a period where your NPS is lower, find out why this is happening. Sometimes there is a clear explanation, such as a lower service level due to increased absenteeism. Find the cause, come up with solutions for a better customer experience and prevent similar situations in the future. Analyze the stories behind the NPS. Use the power of the Voice of the Customer with NPS as a benchmark to make your organisation 100% customer-oriented. <\/p>\n","protected":false},"excerpt":{"rendered":"
Learn how to leverage the Voice of the Customer (VOC) with metrics such as NPS, CES and CSAT. This series goes deeper into these key performance indicators. NPS, or Net Promoter Score, measures customer loyalty by asking for recommendations. However, it’s not just about the score, but also about understanding why customers rate it that way. Real-time feedback collected through follow-up questions is invaluable. Discover how to make your organisation truly customer-centric by interpreting the Voice of the Customer through NPS and continuous improvement. <\/p>\n","protected":false},"author":4,"featured_media":445,"template":"","meta":{"_acf_changed":false,"inline_featured_image":false,"wds_primary_category":0},"categories":[],"class_list":["post-5946","article","type-article","status-publish","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/cys.group\/en\/wp-json\/wp\/v2\/article\/5946","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cys.group\/en\/wp-json\/wp\/v2\/article"}],"about":[{"href":"https:\/\/cys.group\/en\/wp-json\/wp\/v2\/types\/article"}],"author":[{"embeddable":true,"href":"https:\/\/cys.group\/en\/wp-json\/wp\/v2\/users\/4"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/cys.group\/en\/wp-json\/wp\/v2\/media\/445"}],"wp:attachment":[{"href":"https:\/\/cys.group\/en\/wp-json\/wp\/v2\/media?parent=5946"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cys.group\/en\/wp-json\/wp\/v2\/categories?post=5946"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}