“The ability to learn faster from customers is the essential competitive advantage that startups must possess”, wrote Eric Ries in his book The Lean Startup, the unofficial bible of the startup movement. Measuring customer feedback is extremely important to startups, and in this blogpost we will show you how three of them (TransferWise, Uber and Airbnb) do it.
Surveys have changed a lot in the last fifteen years. For instance, customer satisfaction has gone from a long once-a-year survey to short continuous longitudinal surveys spread across the customer journey. CheckMarket has evolved too, introducing new features and best practices along the way.
How does our Net Promoter Score compare to the scores of our competitors? It seems like a natural question. Why shouldn’t we benchmark our NPS against others? Because it’s not about the number!
It’s about using an NPS system to improve your own internal processes and become a more customer centric organization.
App builders often do not know a lot about their users. They have all kinds of behavioral data, such as how often the app is opened, how long the user spends, …
But they don’t have demographics (age, gender, …) and very little feedback about the user’s experiences or grievances. It is possible to conduct a survey in app, without sending their user away to the browser.
Regarding your employees, distributors, vendors or departments as internal customers adds a whole new perspective to business management. Improving internal customer satisfaction will eventually result in a more efficient production process, better service and ultimately lead to more satisfied external customers. Measuring internal customer satisfaction can be done in a couple of ways but surveys prove to be the most effective.
If you want to gain an insight into your customer satisfaction level, a survey is what your need. But which questions do you absolutely need to ask in order to effectively measure such a vague concept as customer satisfaction? There are roughly 4 categories of questions that will help you effectively measure customer satisfaction: customer loyalty, overall satisfaction, perceived attribution of quality and intentions to repurchase. Let’s have a closer look at these customer satisfaction survey questions.
“Surveys are expensive, time-consuming and they lead to nothing.” Sounds familiar? Then your boss needs some convincing before you can finally conduct your own online survey. Luckily, we have just what you need. Here are 5 great unexpected online surveys advantages your superior probably never saw coming.
In market research we love acronyms almost as much as the IT world does. Here I will discuss three of them: CSAT, CES and NPS®. All three of them are used to measure customer satisfaction. So what do they do? And how do they differ? Can they be used in conjunction? Read on to find out…
As we all know, just measuring Net Promoter ScoreSM is not enough. The true goal of an Net Promoter Score program is to raise customer satisfaction which requires getting everyone in your organization involved. Just because the upper echelons of management decide that NPS is important, doesn’t automatically make it so for everybody.
Today, we give you 4 concrete tips you can apply immediately.
Many realize the strengths of Net Promoter ScoreSM but few exploit the full potential of NPS® in an automated feedback program. In this blog we will go in depth on how to get NPS to the next level and effectively set up an automated feedback loop. We illustrate this with the ‘the 4 stages of Net Promoter Score’. Starting from inviting your customers to a classic customer satisfaction survey going to integrating the Net Promoter Score approach as an early churn detection and prevention mechanism into your Business Intelligence Software.