Every business relies on referrals and recommendations. As business owners and leaders we constantly strive to provide customers with information and experiences that surprise and delight them. We spend vast sums of money on advertising and promotions, brand awareness and building user experiences, purchase convenience etc to ensure that the buyers experience journey is as frictionless as possible. Yet, more often than not, we avoid asking our customers one simple question at the end of it all.
"ON A SCALE OF 0-10; HOW LIKELY IS IT THAT YOU WOULD RECOMMEND OUR COMPANY TO YOUR FRIENDS/ FAMILY/ BUSINESS ASSOCIATES?"
The answer received by asking this one simple question gives you business insights into your customer loyalty spectrum; quickly and easily. It allows organisations to identify pain-points and monitor improvements in a product, service or organisation. While there are many ways to do this, we understand that running a dynamic business is demanding on your time and resources hence recommend the following simple process.
DO A RELATIONSHIP SURVEY Vs. TRANSACTIONAL SURVEY
Relationship surveys investigate customer loyalty to the company considering their overall experience and satisfaction they had with the company. Transactional Surveys on the other hand investigate a specific transaction/ interaction a customer has experienced.
Keep the initial question(s) short & simple
“On a scale of 0-10, how likely is it that you would recommend our company to your friends or family or business associates?”
“Which part of the experience did you like best?”
“Which part of the experience did you think we should improve?”
Ask for permission to contact them for further clarifications
Don’t overthink and overcomplicate the process
Ideally conduct your survey at least twice a year to allow you to course correct and make amends
Scores between 0 - 6 are Detractors; unhappy customers who can damage your brand by using negative word-of-mouth
Scores between 7 - 8 are Neutrals; unenthusiastic customers who many not proactively recommend your brand unless specifically asked.
Scores between 9 - 10 are Promoters; loyalists to your business
By measuring customer loyalty, business owners can identify customer experience weak points that need improving and begin working towards market success.
Trigger Worldwide is a Brand Marketing Agency, built specifically for businesses to create Sustainable Growth. Our proprietary tools and process methodologies harness Technology, Creativity & Innovation, leverage Economic Drivers and Consumer Beliefs to help businesses overcome marketing inefficiencies and achieve their Growth Agendas.
“CREATE AN INSPIRED FUTURE FOR YOUR BUSINESS”
~ Trigger Worldwide