To conduct research strategically, it’s important to know how to best collect customer feedback .
This can be done simply through Google Forms, for example, and by sending the NPS survey through various channels such as email, website and even after a specific interaction with the customer.
Ideally, you should consider the channel that connects you most with your customers because, otherwise, you run the risk of reaching a very small sample and, when that happens, the result may not be as reliable.
Furthermore, the most cambodia telegram data interesting frequency for measurement is every six months, that is, twice a year . This avoids the error of assuming perceptions about satisfaction over a very long period, as variations may occur.
Another important point is that it is not recommend to offer benefits to the customer in exchange for answering the survey. This can distort the responses and, therefore, you will not have a reliable margin.
Finally, collecting the score is one of the greatest threats of our modern just the first step. The main thing is to move forward with the research after this initial stage!
Understand the indicators
Just like any other indicator, interpreting the result is much more important than knowing formulas!
Then relate the calculation result to the NPS rating zones :
- Critical zone (NPS between -100 and 0) : if the calculation generates negative values, customers see very consumer data bad points in the company. This could be in the product, service, Marketing , etc.;
- Improvement zone (NPS between 1 and 50) : indicates that you are in the process of improvement and have not achieved quality;
- Quality zone (NPS between 51 and 75) : you are probably already delivering higher quality to the customer, with a balance between neutrals and promoters;
- Zone of excellence (NPS between 76 and 100) : you have reached the stage of customer delight and satisfaction.
Understanding where your business stands helps you effectively target next steps and identify priority areas for improvement!