How to Close Customer Feedback with NPS®?
Closing the Customer Feedback Loop is as crucial for a business as collecting Customer Feedback. If you are collecting Customer Feedback and not working on the process of Closing the Feedback Loop, al...
Closing the Customer Feedback Loop is as crucial for a business as collecting Customer Feedback. If you are collecting Customer Feedback and not working on the process of Closing the Feedback Loop, all your time and resources spent on gathering feedback is not of much use.What is Closing the Customer Feedback Loop?
Closing the Customer Feedback Loop is taking action on Customer Feedback. It is the process that involves responding to the customers on their feedback, implementing changes in your business as per the customers’ suggestions and resolving customer complaints (if any) and telling them that you have worked on their feedback.
The process of Closing the Feedback Loop starts with collecting Customer Feedback. One of the most effective ways to collect Customer Feedback using NPS® Surveys. NPS® (Net Promoter Score) has been widely adopted with more than two-thirds of Fortune 1000 companies to measure Customer Loyalty. NPS® helps you to measure the level of Customer Satisfaction in quantitative terms. Before moving further on how to utilize NPS for Closing the Feedback Loop, Let’s gather some understanding on this Customer Loyalty metric.What is NPS?
NPS or Net Promoter Score is one of the most popular and effective metrics used to gather Customer Feedback in terms of measurement of Customer Loyalty towards a brand or an organization. A common question is asked to the customers in an NPS survey.
On a scale of 0 to 10, how likely would you recommend this brand to your friends, family and known ones 0 being “Not at all likely to recommend” and 10 being “Most likely to recommend”?
On the basis of the customers’ responses on the above question, the respondents are divided into three categories namely, Promoters, Passives and Detractors.
To calculate NPS, percentage of detractors is subtracted form that of promoters. Let’s learn how to use NPS survey results to Close the Customer Feedback Loop.How to Close Customer Feedback with NPS?
Although, NPS is a simple survey with a single survey question, yet it is real effective! The ultimate question is able to fetch you useful data that can help you Close the Feedback Loop effectively and thus increase Customer Satisfaction and reduce churn.
The first step to utilizing NPS for Closing the Feedback Loop is following it up with an open-ended question to ask the reason for ratings given by the customers. This will enable you know your strengths and weaknesses and you will get to know where you need to make improvements in your products and services.
After this, you should work on the feedback of promoters, detractors and passives separately because you cannot respond and take same actions on the feedback of a Promoter and a detractor. Let’s explore the actionable steps you should take.1. Closing the Feedback Loop with Promoters
Promoters are the most satisfied customers as they have given you a rating of 9 and 10. For Closing the Customer Feedback Loop, you should:
In this way, you can keep the promoters happy and motivate them to be literally brand ambassadors of your brand.2. Closing the Feedback Loop with Passives
Passives are the customers who are neither too happy nor dissatisfied about the Customer Experience they had with you. In there case, there is a strong tendency of their switching to another brand as soon as they get a better offer.
Passives are actually an opportunity for you to show them that you and your brand are the best and thus change them into promoters. Here is what you should do to Close the Feedback loop of the passives.
Detractors are the most crucial findings of your NPS Survey on which you need to work on. They are the ones who can affect your sales adversely by their negative reviews, comments and bad word-of-mouth in the market. If their feedback loop is not closed properly, they can harm you like anything! Here is what you should do to change their views about your brand.
In this way, if you work effectively towards Closing the Customer Feedback Loop, you can not only motivate a shift in your customer from the line of detractors towards passives but can also convert your detractors into promoters.
Originally published at https://www.zonkafeedback.com/
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ABOUT THE AUTHOR
Experienced Content Writer and Strategist, been in the IT Industry from last 6 Years. Passionate about writing survey tips, customer experience, customer satisfaction, customer feedback, net promoter score, customer effort score, customer satisfaction score.