Customer experience insights to grow your business

As part of your Net Promoter Score (NPS) survey, we recommend including a follow-up question that measures customer retention. This question provides a good indication of the likelihood of gaining repeat business and also provides useful insights to guide your strategic business plan.

If you’ve conducted a Net Promoter Score (NPS) survey recently, chances are you’ve identified one or two key areas that your business could improve on. You make the necessary operational changes to address these issues—job done, right? Wrong.

If you conduct regular Net Promoter Score (NPS) surveys to get customer feedback, gauge sentiment, brand health and likelihood for repeat business, chances are you’ll know who your most valuable customers are.

Analysing your customers' major pain points is a simple, but not always easy, way to improve retention and reduce customer churn. The key? Identify the issues and their root cause(s).

Customers have their own set of needs and priorities, and unfortunately, they don’t always align with your own. If you find yourself juggling a list of customer complaints, here’s a few tips to help prioritise their importance.

Handling with customer complaints is often seen as one of the least pleasant parts of doing business—a necessary evil that exists to maintain your reputation. However, the reality is that customer resolutions are a source of enormous value for any business.

After the conclusion of a survey, you’ll normally have a huge number of comments, which can be daunting to analyse.

No matter whether you’ve just started using the Net Promoter Score (NPS) or you’re an old hat at it, approaching your most at-risk customers (MARCs) is not always easy. However, despite their negative customer feedback, your MARCs are vital to improving your business, and should never be overlooked.