Voice of the customer (VoC) program
The most important aspect of a Net Promoter Score (NPS) is the qualitative data, behind the quantitative score. The insights produced from this customer feedback are the key driver to understanding the voice of your customer and implementing service improvements that increase your NPS.
Measuring customer happiness and loyalty
Measuring someone's happiness and loyalty sounds complicated, and it is. But, rather than bury businesses in data, there's already a tried and tested way to reduce how customers feel about a business to a single number. It's the Net Promoter Score.
How would your customers rate you?
A Net Promoter Score calculation provides a quantified measurement of how customers react to a product or service. It provides a simple and easy-to-understand baseline by answering one question: would your customers recommend you? Because if they don't, is it likely they want to remain a customer?
Making sense of the data
Many organisations are already swimming in Net Promoter Score feedback from their customers. However, most struggle to make sense of all the quantitative data, draw valuable insights and take effective action to close the loop and improve their customer satisfaction, loyalty and Net Promoter Score.
Measure customer happiness and loyalty
Understand what your customers value most to improve products and services that drive business growth
TALK WITH A CX EXPERTThe benefits of an outside-in approach
With growing business demands, internal teams are time poor. Therefore, setting aside resources to work through thousands of customer responses whilst synthesising the learning into meaningful themes and customer drivers can be a difficult and often less urgent priority whilst driving business-as-usual.
Business leaders often come to us with a sense of paralysis when tasked with redesigning and improving the service experience for their customers.
The 95 : 5 ratio
In our experience, quantitative-based reports provide roughly 5% of the deep customer insight needed to understand the voice of your customer and drive change. Quantitative data will tell you what customers are doing along the customer journey. However, qualitative data will tell you why they are behaving that way.
Action net promoter score feedback
On a recent project our client shared with us some previously undertaken research which stated "65% of customers believed that value means 'Great customer experience when I call / email' and 53% of customers believe it means 'Tailored service / advice'.
What can you do with that? What should our client do to deliver a great experience during a call or an email? What does tailored service and advice even mean?
When interpreted correctly, the insights will also tell us exactly how to prioritise and successfully implement customer-focused initiatives. This is why so many other CX projects are stuck looking and never actually leaping.
Proto help organisations facing significant challenges in turning data into actionable insights, maybe it's time to re-evaluate your approach.
Hoyts NPS successes
To create a cinema experience that would truly set them apart from other entertainment providers HOYTS needed to understand precisely what their customers wanted from them. By using NPS to provide them with an accurate picture of their customer's needs and motivations, Proto was able to bring HOYTS' aspirations to life, creating value from research by incepting an updated customer strategy, facilitating staff empowerment and enabling the transition to an experienced-based customer interaction model.
Measure customer happiness and loyalty
Understand what your customers value most to improve products and services that drive business growth
TALK WITH A CX EXPERT
Felicity Clark