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.
We wrote about it in 2010 and we still stand by this: At CheckMarket we advise our clients to be sparing with open-ended questions
. Nevertheless, this does not mean you can’t use open questions in your survey. In this article we will help you deal with open-ended questions.
Companies spend so much time listening to their customers and often employees are being forgotten. Without engaged employees, we believe that it is hard to run a successful organization. Monitoring Employee Experience
and engagement will help you understand what your employees think and what you can do to improve on their experience, which will lead to highly engaged employees.
In our previous article we focused on reducing detractors
, which increases your NPS the fastest. This week we take on a more difficult task of trying to turn your passives into promoters. We will have to warn you, this is more difficult.
Ever wondered why people are more likely to give a bad review instead of a positive one? Are we, human beings, really that bitter or is there another reason? Well, I’m glad I can say we can’t help it. But, to understand where it comes from, we have to go back in time, way back.
It’s the year 2019, you see your colleagues every day at the office and complain about traffic around the water cooler. You’ve never heard of Zoom before and never even considered that not wearing pants while working was an option.
You’ve read all about the enormous growth of LinkedIn so you’ve decided to use LinkedIn to get more respondents for your survey. You log into your account, post your survey and now you can sit back and relax, waiting for responses to start rolling in, right?
The best brand advocates are your own employees. But, how can you find out if your employees
are engaged? With an employee engagement survey you can easily measure how engaged your employees are and what areas could use some improvement. But which questions and statements do you add to your survey?
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.
We all know Net Promoter ScoreSM
but how do you get it to the next level? How can you effectively set up a feedback program? To give an in-depth answer on these questions, we hosted a webinar on May 22nd
: Net Promoter Score: Advanced Workflow
Alexander quickly touched on the basics of Net Promoter Score explaining why NPS® is gaining more and more popularity. He shared some insights into the calculation of NPS. These insights showed the best improvement techniques such as: what group (detractors, passives, promoters) should you focus on to improve your NPS score, how can you involve everybody in your organization and how does the power of the customer influence the Net Promoter Score.
The concept of “gamification” and “market research” has been gaining traction for several years. You can use gaming techniques to improve the quality of feedback from online research.
When you create a survey you want respondents to fill in your entire survey and to answer the questions correctly. Research shows that the more you engage with the respondent and the more respondents enjoy the experience, the better the quantity and quality of feedback.