Well, the question is not on board with flight MH370, so we have an answer. When we really like a book or a music album, we are very likely to recommend it to our friends and family. Similarly, to know if the customer is satisfied or likes your product/service, you can measure it on,
How likely they are ready to recommend it. This can be done through Net Promoter Score.
Net promoter score is an index that measures the readiness of customers to recommend a product or service to their family and friends.
The Net Promoter Score is set on by subtracting the percentage of customers who are critics from the percentage who are supporters. It is used as a surrogate for the customer satisfaction survey with a company and checking the customer’s loyality to it. It can be done on a scale from 0 to 10.
For Example: How likely are you ready to recommend Learn Transformation to a friend or colleague? (We hope extremely likely.)
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You could use survey software or Net Promoter Score software to get a detailed view of your customers’ feedback. The ways to conduct the Net Promoter Score survey bifurcates to two roads:
Note: It is better that for taking feedback you use symbols, emojis, scale in a MCQ form for quick responses without wasting the time of the customer or he will prefer to skip answering the questions.
Conducting customer satisfaction survey would not end the job. The success of the company revolves around the experiences, satisfaction and needs of the customers as they are the ones who can make the company rise or fall. You might get an amalgamation of varied responses. The company should then work upon ‘why’ some customers are satisfied while others aren’t. It needs to dig in the contributing and essential factor that is loved by both detractors and promoters and remove the faults.
The Net promoter score response would keep changing from time to time; the company should conduct annual or half-yearly surveys to predict customer satisfaction.
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While asking for a feedback they should be extremely polite and they can start with phrases like, ‘you are important for us, we value your opinion, we are here for you, thank you for supporting all this time, etc.’
You can depart with, ‘In the future, would you like to take this survey again? Or Thank you for your time/ patience, can we reach you if we are planning to make any change to know your views?’
Customer success and customer satisfaction, customer needs should be the company’s tricolor.
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For customer satisfaction, the company should keep checking on their needs and always ask for a feedback to improve. It can be done through surveys like NPS.