2. Feedback = an invaluable source of unique data

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No one can give you more food for thought for process revision than your client.

If you ask him correctly and in a timely manner, you will receive a certain response and will be able to quickly react and turn a negative consumer experience into a positive one.

This is especially relevant for the B2B segment: if you helped find a custom solution to a client’s problem, then this will be an even more valuable insight into working with your company than the usual provision of a service.

Collecting NPS is a mandatory stage of interaction with the client, which, as our experience suggests, should not be skipped.

NPS is a metric that allows you to measure the level of customer satisfaction with your service, product or service. In order for a simple review to become a metric, it is important to transfer it from a qualitative to a quantitative category.

For example, ask the client to rate how useful the specialist's ukraine consumer email list consultation was on a 10-point scale. Or to what extent the received product met his expectations.

Important: If you are doing quantitative research, never list "Other" as an acceptable answer. Add it as a follow-up item: this way you can get a new opinion and not ruin the statistical data set.

This is what the statistics look like for the question where such an error was made.