This was super helpful. I think in the past we have always wanted to know way too much. These are super practical and tactical helpful tips. Thank you very much!
Does anyone know how to get feedback after they've responded? We like to reach out to detractors to get more information if their comment is specfic. But I often find people don't respond past the survey
Hi Naomi, if you have their email or SMS then you'll need to do two things 1) we polite and forward with your need for a follow up conversation. Saying something like, "we'd like to chat with you" or similar won't do it. Something like, "Thank you graciously for your comments. We desperately would love the opportunity to expand to touch base with you to learn more/make this right." 2) compensate them some how i.e. gift cards etc. We can't expect customers to give us their time to help us grow our businesses.
Good hints. I've only just started to use NPS at our Customer Contact Centre. Struggling to interpret client's responses as they refer to the individual agent's service and not our company's overall service which is very frustrating!
Isn't correct question should be "On a 1-10 scale (10 being the most), how likely is it that you would recommend our product/service to a friend or colleague? " - Note 0-10 or 1-10?
Do employees or customers complain about eNPS burn out? I am getting tired of getting a survey every time I directly engage with a company. I know that every time I use my points collect card I am going to get a survey question. It needs to stop.
At my fast-casual restaurant brand, we have QR code stickers on our salad and bowl lids where we ask for NPS feedback. We don't contact them directly, the guest has the opportunity to complete it. We receive about ten per day which is a strong amount given how many people we serve every day.
If you're asking about how to hack a higher score then I'm sure there is but hacking NPS should never be your goal because it's not a representation of your current performance
@@MichelFalcon nps rating is very irritating for customers because even when they click on 10 rating still they have to submit a long sets of questions. I believe it should be short and simple.
@@VishnuJamwal this is not true. If there's a long set of questions that's because the operator chose to, this is not consistent or recommended by the creators of NPS.
@@MichelFalcon yes true what u said but i thing the company should use less sets of questions or whenever someone clicks green or 10 points it shouldn't be asking further questions because it becomes boring at some point of time.
Response rate matters less when the responses are the same. Q. Did you respond to that xx A. I did, 10 k times, Q. How? A. I changed the date and sent the same reply. ---------------
This was super helpful. I think in the past we have always wanted to know way too much. These are super practical and tactical helpful tips. Thank you very much!
Thank you, Joanne!
Does anyone know how to get feedback after they've responded? We like to reach out to detractors to get more information if their comment is specfic. But I often find people don't respond past the survey
Hi Naomi, if you have their email or SMS then you'll need to do two things 1) we polite and forward with your need for a follow up conversation. Saying something like, "we'd like to chat with you" or similar won't do it. Something like, "Thank you graciously for your comments. We desperately would love the opportunity to expand to touch base with you to learn more/make this right." 2) compensate them some how i.e. gift cards etc. We can't expect customers to give us their time to help us grow our businesses.
Good hints. I've only just started to use NPS at our Customer Contact Centre. Struggling to interpret client's responses as they refer to the individual agent's service and not our company's overall service which is very frustrating!
I was wondering if you could help me
Isn't correct question should be "On a 1-10 scale (10 being the most), how likely is it that you would recommend our product/service to a friend or colleague?
" - Note 0-10 or 1-10?
Hi Michel, what is the best software to use for NPS email program? Thank you!
My reply is only three years late. Sorry. I like delighted.com
Do employees or customers complain about eNPS burn out? I am getting tired of getting a survey every time I directly engage with a company. I know that every time I use my points collect card I am going to get a survey question. It needs to stop.
At my fast-casual restaurant brand, we have QR code stickers on our salad and bowl lids where we ask for NPS feedback. We don't contact them directly, the guest has the opportunity to complete it. We receive about ten per day which is a strong amount given how many people we serve every day.
greatful. thanks
Is there any hack to increase NPS. 🤔
If you're asking about how to hack a higher score then I'm sure there is but hacking NPS should never be your goal because it's not a representation of your current performance
@@MichelFalcon nps rating is very irritating for customers because even when they click on 10 rating still they have to submit a long sets of questions. I believe it should be short and simple.
@@VishnuJamwal this is not true. If there's a long set of questions that's because the operator chose to, this is not consistent or recommended by the creators of NPS.
@@MichelFalcon yes true what u said but i thing the company should use less sets of questions or whenever someone clicks green or 10 points it shouldn't be asking further questions because it becomes boring at some point of time.
Response rate matters less when the responses are the same.
Q. Did you respond to that xx
A. I did, 10 k times,
Q. How?
A. I changed the date and sent the same reply.
---------------
nice
Hey everyone, also do check on how QR Codes can help in increasing survey response: ua-cam.com/video/_cKUsKRzXOE/v-deo.html