You can see that the words you use, their tone, and how you ask a question to the detractor can greatly affect customer perception. That is why it is essential tofollow up with detractors in an empathetic waythat relates to their position and makes them feel valued. To do this, reach o...
Explain the greater benefit of NPS.If you can’t afford a tangible prize, frame the NPS survey as the customer’s chance to improve the product. You could even highlight a useful feature of yours that was born from customer feedback and reiterate to the customer that this is your attempt...
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Learn about the 4 CSAT metrics that matter the most to improving your customer experience! Download our free template to start capturing these metrics.
Market research can inform key business decisions by showing how customers will respond. ✓ Learn how to get the market insights you need to take action.
Their success in achieving their objectives will serve as a motivator for more groups to get on board.Here are three ways to conduct a user pilot.Leadership-Only pilot groupOne of the most popular ways to roll out an OKR program is from the top-down. The benefit of going this...
Use this template While some respondents never give a ‘10’ NPS rating, as a rule, it’s always worth double-checking and asking whether anything is keeping them from giving you the highest score. After all, you can never have too many promoters, right? 2. Which area had the greatest ...
Would the respondent benefit from taking the survey? If yes – how? Answering these three questions will let you pinpoint the right audience even for seemingly general surveys. Let’s take the example of Net Promoter Score (NPS) surveys that measure customer loyalty. You should show these surv...
Yes, surveys such as NPS (Net Promoter Score) can be helpful, but there is little substitute for the customer that backs up their commitment to your company by parting with their hard-earned cash. If you are able to connect purchases to individuals, you may also be able to segment and...