How to create loyal customers by working effectively with customer feedback

How to create loyal customers

by working effectively with

customer feedback

Five trends and concrete tips on how to get started!

Which are the five most important

trends right now?

Shorter customer surveys and Net Promoter Score

Work action based

Be where your customers are

Who are your customers? Get personal!

The importance of acting on your results

Shorter customer surveys and

Net Promoter Score

Mail, Facebook, Instagram, TV, Radio,

Podcasts, Newspapers, Magasins, Yotube,

Pinterest, Newsletter, Advertising, Skype,

Youtube, Mail, Your Survey, Facebook,

Instagram, TV, Radio, Podcasts, Newspapers,

Magasins, Yotube, Pinterest, Newsletter,

Advertising, Skype, Tumblr, Mail, Facebook,

Instagram, TV, Radio, Podcasts, Newspapers,

Magasins, Yotube, Pinterest, Newsletter,

Advertising, Skype, Hemnet, You have to compete for your respondent’s time, so keep your survey

short and simple!

Think of your surveys as a part of the buying experience, customer

relation and an ongoing dialogue.

Create flexible surveys that change depending on answers.

Can it be shorter than

just one

question?

NPS +47 NPS +20 NPS - 8

What is the likelihood that you would

recommend (our company) to a

colleague or friend?

What is Net Promoter Score?

Net Promoter Score (NPS) is a metric for measuring customer

loyalty that was developed by Fred Reichheld, Bain & Co. and

Satmetrix in the 1990s.

Continuously

Internal benchmarking (and external)

Actionable results

How do companies

work with NPS?

Saves time for you and the customers

Easy to understand

Quick identification of problem areas

Possibility to make changes faster

Why is NPS so popular?

Work action

based

Send your survey based on your

customer’s activity.

If you send your customer feedback survey right after a customer…

Talked to the support

Bought one of your products

Booked a ticket to your event

Quit their subscriptions

Visited your store, hotel or event

...it’s more likely they

answer beacause it’s

still highly relevant.

Identify your critical customer touch points

How we do it!

Be where your

customers are

Let your customers answer

wherever they are.

We are an increasingly

mobile people.

How many people in Sweden

have access to a tablet?

How many people in Sweden

use a smartphone?

*Svenskarna och internet 2013

Who is your customer?

Today systems can help us keep up with a lot of

data, that gives us the opportunity to get to know

our customers – and target them better.

Use respondent data to create a personal experience.

More targeted sendouts

“We want to ask female customers between

20-30 living in metropolitan areas that

purchased our product last month what they

think about us”

Hello Fredrik!

You recently purchased a product from us and we would appreciate your

feedback on it, which is why we now are sending you a short survey.

The survey is just three questions long and takes only a couple of minutes to

complete. By giving us your feedback, we can actively work to continuously

improve our product.

To the survey

Thank you for your help!

Best regards,

Anne Anderssen

Product Developer

Company X

Why is this important?

Personal surveys + high relevance for respondents = higher response rate

And a higher response

rate gives better base for

improvements.

Improvements that leads

to higher customer loyalty!

ACT!

Society is transparent and so should you!

You need to let your customers be heard, make changes

and...

...you need to communicate

them!

How to get

started

Take our test!

What do you want to know and why?

How do you manage customer feedback today?

What type of survey would fit your needs?

Do you have a software for sending out surveys?

Do you have a software and want to be more effective?

Call us! +46 (0)8 411 71 10

Read more about us and what we do at www.netigate.co.uk or visit

our community at community.netigate.net to get tips, advices and

inspiration about how to work successful with customer feedback.

Or call us at +46 (0)8 411 71 10! We would love to tell you more about

how we can help you gain more insight about your customers.

We hope this was helpful!