Feedback, Whats the point
Expert 
Last week as part of Feedback, What's the point, we looked at whose responsibility is it to action feedback. This week we are looking at Customer Feedback Metrics, how should we use them?
There are a variety of feedback metrics companies can deploy to obtain feedback from their customers such as NPS, CSAT, CES. These metrics will often allow your customers to give you a score from 1-5 or 1-10 to show if they are happy with your service but for me, this is not the whole picture. Without the reasoning behind the number, it is just a score at the end of the day.
It is important when sending out your satisfaction surveys you
· Have a comments section to allow your customers to elaborate on the score they have given you
· Follow up any negative comments with a phone call (where possible) to delve deeper with your customer to understand their negative feelings
· Track trends.
For me it is also important to keep a track of each customers score to see if it is increasing or decreasing. If your customers score is reducing this could indicate potential churn.
I would love to hear other people's thoughts.
#customerexperience #cs #data #cx #dataanalysis #feedback
#customersuccess
There are a variety of feedback metrics companies can deploy to obtain feedback from their customers such as NPS, CSAT, CES. These metrics will often allow your customers to give you a score from 1-5 or 1-10 to show if they are happy with your service but for me, this is not the whole picture. Without the reasoning behind the number, it is just a score at the end of the day.
It is important when sending out your satisfaction surveys you
· Have a comments section to allow your customers to elaborate on the score they have given you
· Follow up any negative comments with a phone call (where possible) to delve deeper with your customer to understand their negative feelings
· Track trends.
For me it is also important to keep a track of each customers score to see if it is increasing or decreasing. If your customers score is reducing this could indicate potential churn.
I would love to hear other people's thoughts.
#customerexperience #cs #data #cx #dataanalysis #feedback
#customersuccess