Customer satisfaction (CSAT) surveys are used to understand your customer's satisfaction levels with your organization's products, services
Net Promoter or Net Promoter Score is a management tool that can be used to gauge the loyalty of a firm's customer relationships.
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Net Promoter Score® (NPS) is a measure of customer loyalty based on the feedback of its customers. Although seemingly simple, NPS survey in Dubai is a complex metric providing you with instant awareness of Customer loyalty & satisfaction levels, Growth potential, Quality of customer experience, Brand sentiment, Organizational performance. It is a powerful and effective technique, which can greatly increase a company's revenue if used properly. The main advantages of NPS survey in UAE are close correlation with a company's growth and easy collection, interpretation, and communication of the data.
NPS categorizes customers into Detractors, Passives or Promoters, depending on the rating they give on an 11-point scale from 0 to 10.
Promoters are respondents giving a 9 or 10 score. These are your most loyal customers who are not only likely to come back but also recommend you to their peers and publicly sing your brand’s praises.
Passives are respondents giving a 7 or 8 score. Passives are typically “satisfied but unenthusiastic customers who can be easily wooed by the competition.
Detractors are respondents giving a 0 – 6 score. Detractors are unhappy customers who are most likely to switch to your competition at the earliest opportunity.
When calculating NPS, the Passives are not counted (this is because Passives have shown no strong bias for or against your organization and could easily sway either way). The result is obtained by subtracting the percentage of Promoters from the percentage of Detractors, and then multiplying that number by 100. The resulting NPS score should be a number between -100 and 100.
To calculate your NPS score, subtract the percentage of detractors from the percentage of promoters.
% Promoters - % Detractors = NPS
Understanding the contact or touch points and how they impact your customer and their experience is the first stage of your NPS system.
It is important to determine the links between your NPS survey questions and your company Key Performance Indicators (KPI’s).
To make improvements, it is vital to understand what is influencing the behaviors and feelings of your detractor, passive and promoter customers who are providing feedback based on their individual customer experiences.
Front-line, middle management and senior management is required to have an effective closed loop system. Front-line staff such as customer service, technical support and sales play a key role in developing promoters and neutralizing detractors.
Relational NPS is determined simply by asking your customers how they feel about your organization overall. Relational NPS gives you a high-level view of customer satisfaction and loyalty. This metric is a good health check of your brand and provides valuable data to compare year-over-year improvement and industry NPS standards.
While transactional NPS leverages the same survey methodology, transactional NPS aims to address customer satisfaction at a more granular level. Unlike relational, transactional NPS gives feedback after a specific interaction like a support call or after installation. Transactional feedback provides very direct feedback about an issue, allowing your organization to optimize different touchpoints across the customer lifecycle and giving each department a metric to rally around.
• If there are no complaints, it does not mean there is nothing left to improve.
• Detailed feedback helps teams become more efficient at implementing improvements.
• Involve the Entire Company in Improving Customer Experience. Regardless of position or department, each employee should understand the importance of our customer experience and should be able to assist customers with finding a solution to their needs.
• Turn Negative Feedback into an Opportunity. Praise and positive feedback should always be celebrated, but the biggest opportunities for growth exist where there are points of friction
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