Customer feedback
Build more happy customers
Lifecycle marketing succeeds because it’s utterly customer-centric. The key to great marketing is to be there in the moment of truth for your customers but first you need to identify when those moments are. We have significant experience building, optimising and leveraging customer insights to create marketing programs that get real results.
In terms of survey methodology, we favour Net Promoter Score, a measure of customer happiness at a specific point in time, with some additional insight into what is making that customer happy or not at that point.
NPS works by asking one simple question on a scale of 1-10:
How likely are you to recommend (brand/product name) to a friend or colleague?
Those scoring 0-6 are labeled “detractors”, 7 & 8 are “neutral, and 9 & 10 are “promoters”. Subtract the percentage of detractors from the percentage of promoters, and that’s your Net Promoter Score.
The most surprising aspect of customer feedback programs is how quickly they start generating valuable insights. Once the voice of the customer is exposed it’s hard to ignore it! We’ve set up a few of these programs and we’d be more than happy to share our notes. No obligation or sales hassle of course.
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