Setting up and conducting a customer satisfaction survey involves a lot of work. For this reason alone, the results of the survey should not disappear into the management's desk drawer. In addition, there is no point in bothering customers with questions if the company does not intend to act on the feedback provided.
Consumers want to be able to do business with companies quickly and easily. The Customer Effort Score (CES) gives companies insight into how easy it is to do business with them. The CES is being used in more and more organizations. Time to take a closer look at the background and added value of the[…]
The Net Promoter Score (NPS), introduced in 2003 by Frederick F. Reichheld, is a simple but powerful metric for showing how an organization is performing in terms of customer satisfaction and customer loyalty. More and more organizations are using the NPS as a means of increasing loyalty and the recommendation factor. The Net Promoter Score measures[…]
Following a pilot in 2014, Feeddex has been facilitating ongoing feedback and customer satisfaction surveys in the Benelux for Philips Lighting since 2015. We discuss the collaboration with Jan-Willem Reijntjes (Customer Service Manager Trade), Maartje van Vlerken (Internal Sales), and Joaquin Doggen (Customer Service Manager Service & Supply Chain). Jan-Willem: "When your company doesn't have time[...]
Most companies are concerned with customer satisfaction, customer perception, or customer experience to a greater or lesser extent. NPS is the most commonly used metric to express customer satisfaction. The advantage of NPS is that it is simple. It is also a good contrasting measure. Mediocrity is severely punished, and only scores of 9 and 10 will help you.
Source: Apotheek Partners.nl We love innovation! Listening to the market, coming up with new ideas that are needed in the changing market, translating these into our products, and then developing them. Sometimes these are entirely new products, and sometimes we find innovation in collaboration with another party. For example, we recently had a great collaboration with […]
Nuon Warmte wants to continuously improve its services. Focusing on the needs and wishes of the customer sounds easier than it is. After all, how can you know exactly how a customer experienced the service provided? According to Nuon Warmte, by listening carefully. After every service call and maintenance visit, customers receive a few short questions[…]
It takes courage to communicate externally what you have learned from the feedback. However, it also yields many benefits: – You show that you take customer feedback seriously and act on it – You show that you are a human organization that makes mistakes and is willing to learn from them
The range of products available online is growing, and comparing products/services is becoming increasingly easy. Consumers with questions or doubts can ask all their questions and get immediate answers on community forums. Customer reviews can make a huge contribution to the success of a new product, service, and/or company. Today's consumers are now able to find information about[…]
More and more organizations are using customer journey mapping as a means of improving their services. What is Customer Journey Mapping? CJM allows you to map out the customer's experiences and perceptions during the proverbial journey that a customer takes to orient themselves, purchase a product or service, and use it.