nps
BADANIE SATYSFAKCJI KLIENT
Net Promoter Score necessary indicator
to build a strong position in the market.
Customer satisfaction is a key element
affecting the financial result of the company.
That's why more and more entrepreneurs
are focusing on customer loyalty activities.
Research telephone
Research SMS
Research on devices mobile
Research online
Get to know your customers and find out what their attitude towards your company is! Customer satisfaction is the key to business success!
How does NPS work?
People invited to the survey rate the product or service on a scale of 0 to 10.
After answering, they are divided into three groups:
Promoters (Rating 9-10)
The client is happy to recommend your company, he actually loves her. He appreciates the quality and service he receives.
Neutral (Rating 7-8)
The customer himself will not recommend services, but it will not spoil the reputation of the company either. He is willing to go to the competition if a good opportunity arises. It is very price sensitive.
Critics (0-6 rating)
The customer is simply dissatisfied with the product and service. A dissatisfied customer that can turn into a critic. They will not use your product/services and will even start discouraging others from using it.
Act, measure and succeed!
How to get NPS score?
1. We send an NPS survey to the target group
2. We collect the answers obtained
3. We divide the answers according to ratings - groups of Promoters, Indifferents, Critics
4. We calculate the percentage of each group
5. We get NPS by subtracting % Detractors from % Promoters
Why is it worth introducing NPS to the customer service process?
has a positive impact on the company's financial result
allows you to easily compare the company against the competition
A satisfied customer will recommend your company,
niezadowolony Klient
- zrobi Ci czarny PR
?
Research implementation process:
We choose the form of communication with the client (telephone, online, mobile application, SMS)
We create a question module for surveys at the client's request
We set research indicators
We prepare analytical reports
We make research tests
We provide the client with current results every day
How do we do it?
The purpose of the study is to evaluate the consultant's conversation, the content provided during the conversation and the benefits of the offer.
An important element of the assessment is also the consultant's ability to conduct a conversation and the impressions that the consultant recorded in the client's memory.
In this case study, all conversations with clients are evaluated.
The results of the obtained assessments are also used to supervise the competences of consultants on an ongoing basis.
All conversations with negative evaluations are verified each time by the quality department.
Conclusions drawn from the audit are implemented in the consultant's training program.
Step 1 - SMS to the Customer
The SMS is sent to the client with a delay of up to one minute after the consultant selects a specific closing status indicated by the partner. The message is sent without the agent's knowledge.
Step 2 - Response provided by the Customer
The customer sends back an SMS with the evaluation of the conversation and a comment if the customer provides one. The message sent by the Customer goes to the database.
Step 3 - Customer Rating Report per survey
Based on the answers provided by the client, automatic statistical reports on surveys, reminders and agent effectiveness are prepared.
Step 4 - Customer evaluation report per Agent
The system automatically generates an agent evaluation report.
Step 5 - NPS Assessment
Calculation of the NPS value based on the collected data. Learn more about NPS from our Biznes na Headphones channel!
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