Leveraging NPS
A proven and widely used tool, we utilize NPS as a measure of the key points in the customer experience. From websites to apps to physical locations to customer service to communications, our process provides insights and trends into customer satisfaction in real time and over time.
Not all experiences are equal.
We consistently find that a single measure is a poor indicator of the comprehensive customer experience. In fact, it is a common trap that organizations rely on an overall metric, thus losing insights such as the deeper customers engage with the site, the weaker the experience becomes.
Identifying Improvement Opportunities
Additional qualitative feedback provides valuable input on how to optimize the customer experience and overall satisfaction that leads to loyalty, engagement, recommendations repeat purchases.
SAMPLE FINANCIAL SERVICES WEBSITE
Overall = 38
- Better access to issues with online account management on Saturdays/Sundays
- Better help with online services
- Can’t find business hours
- Customer service hours. It’s 9 am and they’re still not open
Locator Page = 15
- Annoying
- Did not accurately display holiday weekend hours
- It doesn’t work
- Move screen so I can get to what I need
- What time do you open
A Diagnostic for the Entire Journey
Insights into the full picture of your customers’ experiences provide the tools to truly manage it and the satisfaction of your most important asset.
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