2. Feedback = an invaluable source of unique data
Posted: Thu Jan 30, 2025 7:10 am
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.
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.