How good is your company at helping customers solve their problems quickly and easily? That’s, essentially, the question a customer service survey is set to answer. So how do you go about setting up a customer service questionnaire? What are the best practices? Which questions do you need to ask? And, more importantly, how to follow up on the incoming data? The key is to come up with a system that allows you to easily monitor and implement customer feedback into your services. Time to increase customer loyalty. We’ll tell you how to achieve this …
One of the biggest benefits of sending out a survey email invitation is scope – you’re just one click away from gaining an insight into your entire customer base! This presupposes, however, that your respondents actually read and click your email. And there’s the rub … The average response rate for surveys sent via email is around 10-15 percent. Boosting that number should be any market researcher’s goal. And here’s how …
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.
Many realize the strengths of Net Promoter ScoreSM but few exploit the full potential of NPS® in an automated feedback program. In this blog we will go in depth on how to get NPS to the next level and effectively set up an automated feedback loop. We illustrate this with the ‘the 4 stages of Net Promoter Score’. Starting from inviting your customers to a classic customer satisfaction survey going to integrating the Net Promoter Score approach as an early churn detection and prevention mechanism into your Business Intelligence Software.
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.
Your event is over and you thought it was a success. Great, but do your attendees agree? A targeted survey helps you with your event evaluation.
A survey allows you to get an instant view of the overall satisfaction and identify improvement points. Follow the tips below to make your next event stand out.
In this new blog article we dig deeper into the use of the “don’t know” and “no opinion” (“DK/NO”) answer options in closed questions. After all, there is some debate in the scientific literature on whether to include or omit them. After extensively discussing the pros and cons of adding/omitting these answer options, we will provide you with some recommendations on how to deal with these answer options.
According to a study from Greenbook with over 1.5 million participants a whopping 19% of all online surveys are taken on a mobile device. CheckMarket’s data confirms 1 out of 5 respondents needs a mobile-friendly surveys.
Our users have always had the option of using Secure Sockets Layer (SSL) to create a secure encrypted connection between their computer and CheckMarket. If it is now turned on by default for all users and all surveys.
What is SSL (or HTTPS)?
SSL verifies the identity of a company (CheckMarket) over the internet with a certificate authority. If everything checks out, CheckMarket and your computer establish an initial connection called a handshake. During the handshake the connection will determine which kind of encryption or scrambling it will use. The agreement created during the handshake is used to set up a secure connection between CheckMarket and your computer, called a Secure Socket Layer (SSL). Now the connection between CheckMarket and your computer is secure, and not at risk from third party infiltration.
We often receive questions from our visitors and customers about Net Promoter ScoreSM (NPS®). Our NPS article was already viewed more than 50,000 times. We decided to make it even easier to understand Net Promoter Score (NPS) by making a clear presentation explaining all the basics of NPS in 14 slides.
In the Net Promoter Score presentation we cover all the frequently asked questions about Net Promoter Score. We start off with “What is the Net Promoter Score?”. The Net Promoter Score formula answers “How to calculate NPS?”. “Why use NPS?” is answered in four lines and subsequently we tell you the answer of “What is a good NPS for you?”. When you understand the basics, you want to know how to improve Net Promoter Score. We covered it. We also added some critical remarks to help you fully understand the purpose of NPS. Finally, you can view the whole NPS-package in one conclusion slide supported by a clear flowchart how to organize your follow up. View our Net Promoter Score presentation below.