Sunday, 11 September 2016

Would your customer recommend you?

One customer, well taken care of, could be more valuable than $10,000 worth of advertising.”  – Jim Rohn

Referrals are a great source of new business. This is true even in this digital marketing age and applicable to a company irrespective of the stage they are in – Start-up, Growing or Established.

Gauging customer satisfaction is a precursor to launching a referral program. What could be a key metric to understand customer experience?

Net Promoter Score
Net Promoter score is a way to measure your Customer experience ,you just have to track one metric i.e “Net Promoter Score”  and this one question will tell whether a customer is ready to recommend your company or not.

Net Promoter Score is a customer experience metric introduced by Fred Reichheld, Bain & Company, in  2003, widely adopted by more than two thirds of Fortune 1000 companies. 

How does it work?

NPS is a question or two asked directly to the customers, that will tell whether your customer would recommend you or not? The scoring is done on a 0-10 scale.
If a customer gives a 9 or 10 rating they are labelled a promoter. These are the customers who are more likely to recommend your company and be loyal for longer. If the customer rates between 0 to 6, customers are labelled as Detractors, and are harmful to a business . Their probability of churn is high and they could even create negative word of mouth.. Responses in the 7-8 range are Passives, and their behaviour falls in the middle of Promoters and Detractors.
Net promoter score = % Promoters - % Detractors

For Instance- A company does a survey among 200 customers, 110 are promoters, 30 are passives & 60 detractors. % of Promoters is 55% and % of detractors is 30%. The NPS is 25% (difference of 55 and 30).
Now the company just needs to track NPS, which is 25% ,as a customer experience metric. 

How to conduct survey?
Prepare the questionnaire, starting with the NET PROMOTER question, like Based on your recent experience, how likely is it that you would recommend [company]? The second question could be an open ended question, which would help the company to improve customer experience or understand customer pain areas, like What is the primary reason behind the ratings you provided?
The Survey is more effective, if done after a recent customer interaction. It can be conducted via the call center or just after a customer query resolution. By requesting the customer to give feedback and then transfer the call to an automated IVR.The other ways to conduct an NPS survey could be:
1. IVR Blast- An automated call is triggered to a targeted set of customers and feedback taken on the call.  Voice based IVR is good from the point of view that it can be be integrated into the CRM, for further analysis..
2. Google forms- Another useful free tool  from google to create questionnaires and email customers.
NPS is a metric which gives a specific output, to understand the customer’s mood, instead of needing to conduct detailed surveys & interactions – Simple, effective & fast.

About Ozonetel: Ozonetel Systems is an India based Cloud Telephony Solution provider. Ozonetel is the only Indian company that developed the complete cloud telephony platform and provide complete cloud contact center solution.

Ozonetel is currently serving 1000+ customers across 20+ verticals. 

For more, please visit us over the web at<>To  start NPS survey  just signup

1 comment:

  1. firmly believes in the replica watches uk integration of swiss replica watches sports, promotes social change and creates a brighter future for vulnerable children and adolescents. Since 2006, the Schaffhausen replica watches has launched a special edition watch every year to support the foundation.