Use the power of SurveyManager® to help you connect with and create a continuous conversation with your customers
Listening to and understanding what your customers want gives you a competitive advantage and the ability to change to market conditions.
The key to success is knowing how well your organisation’s products and services meet, exceed or fall short of your customer’s expectations, so that you can adapt to meet their needs.
Understand the why behind transactional data will differentiate your company’s offering.
Net Promoter Score
Discover what’s behind yes, no or maybe when it comes to recommendations. The Net Promoter Score allows you to gauge customer loyalty.
According to industry standards, a 0 -10 scale is used to ask customers how likely they are to recommend your product or service. A score is automatically determined based on the percentage of promoters less the percent of detractors.
Measuring Customer Loyalty
This is a variant of customer satisfaction and has its own devotees. The questions and analysis vary slightly from traditional customer satisfaction surveys but once again SurveyManager® can run them all and help you elevate the customer journey.
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Voice of the Customer (VOC)
Listening to and understanding the voice of the customer is crucial to restoring consumer trust in businesses and building customer loyalty, engagement, and advocacy.
Aside from just creating an exciting brand, companies today must be aligning their communications and product delivery with higher customer values. They must also set up a formal VOC program and actively be collecting, managing and acting on customer feedback, which includes:
- Their needs and wants
- The ordered importance of features and benefits associated with your product or service
- The expectations and promises that are both fulfilled and unfulfilled by your product or service
- What would give them increased satisfaction?