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One of the most effective ways to measure customer loyalty and satisfaction is NPS, a survey tool which simply asks whether or not someone is likely to recommend your product or service to someone else.
"Detractors" are those who give a score of six or lower, and as you might be able to guess from the name, they are unlikely to promote your business to other people.
"Passives" are those who give a rating of seven or eight. They are relatively satisfied but may move to a competitor if they receive a better offer.
"Promoters" are those that give a score of nine or 10 – they are likely to promote your business to friends and colleagues.
percentage of detractors from the
percentage of promoters. Then, represent that number as a whole number instead of a percentage.
A score between
50 and 70 is
"excellent" and indicates that your organisation is enjoying plenty of positive referrals, while beyond
70 is considered "world-class."
Source: Retently March 2019”
Setting customer expectations at a level that is aligned with consistently deliverable levels of customer service requires that your whole staff, from product development to marketing, works in harmony with your brand image.
Sir Richard Branson
FOUNDER, VIRGIN GROUP
Customer loyalty: As happy customers are loyal customers, Customer Success can lower client acquisition costs because we don't lose them to our competitors.
Customer insights: Customers feel valued when they are heard and understood. With research showing that just 8% of customers feel that their voices are being heard all of the time, many brands are missing out on constructive insights that have the power to improve their businesses.
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