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The Zonka Feedback Blog

Feedback Management, Feedback Trends, Feedback Technology, Data & Analysis, amazing Survey Tips & New Features at Zonka

5 Tips on how to create a killer CX strategy for your business

Do you want to know what makes global e-commerce giant Amazon the most trusted and well-liked tech brand in the world? According to a survey by The Verge, not only do consumers trust Amazon with sensitive personal details about what they purchase and data about their interests, they trust the brand almost as much as they trust their bank. And there is not one reason why Amazon is taking the lead in consumer trust. The brand has for years now spent billions towards improving its services, entering new markets and prioritizing the value and efficiency of its services. But what lies at the heart of Amazon’s success is customer satisfaction. It comes as no surprise, therefore, that Amazon ranked number one in overall customer experience, according to ForeSee’s new Retail CX Rankings. So when it comes to emulating a customer experience (CX) strategy, we all have something to learn from Amazon. Why Invest in CX? Customer experience is a hot topic in these times, simply because expectations amongst today’s consumer are sky high! Businesses need to know how customers perceive their interactions with them and that can only be possible by creating a successful strategy which is useful, usable, and enjoyable from the customer’s point of view. There are numerous ways to improve customer experience; however, customers essentially need to be at the center of ALL your business operations. Companies such as Amazon, who have cracked their CX strategy, are known to deliver 17% of revenue growth within 5 years on an average, whereas those with poorer customer experience departments deliver 3% over the same period. Creating an unforgettable... read more
How to measure customer satisfaction with one simple metric

How to measure customer satisfaction with one simple metric

When we’re really excited about something, what is the first thing we want to do? Tell someone, of course! Spread the word, share our excitement and see it grow! So when it comes to your business, are your customers excited enough to tell their friends about it? If yes, you’re obviously doing something right, and are reaping the benefits of customer referrals. If not, well, it’s time for a change. To know whether your customers like you enough to be your advocates, you need to ask them one simple question: How Likely Are You to Recommend Us to Your Friends & Family. This customer survey question, that was the brainchild of Fred Reichheld and Bain & Company, will give you an insight into your customer’s loyalty towards you and help you calculate your business’s Net Promoter Score (NPS). NPS is a metric to predict customer purchase and referral behavior and it is different from other metrics because instead of measuring a customer’s satisfaction regarding a specific event or interaction, it is designed to measure a customer’s overall loyalty to a brand. How is the NPS score calculated? The question when asked provides the customer with a scale of 1-10, wherein if they choose a 9 or a 10, it signifies they are your promoters. A 7 or an 8 usually indicates that they are passive and are basically on the fence about your business. Anything lower than 6 signifies they’re detractors, and will not be helping your business in any way. So, the formula to get your score is: This score will help companies to indicate their potential for... read more
5 types of questions to ask in a hotel survey

5 types of questions to ask in a hotel survey

There are many aspects that build a wholesome and awesome customer experience at hotels. When it comes to creating a hotel feedback form, we are pretty sure you would have an ultra long list of questions to ask your hotel guests. But remember, in the hope of knowing each and every detail of your guest’s visit at your hotel you don’t create a feedback form that is unimpressively long that they opt-out of it. We understand your excitement and concern to ask about every minute service that you provide your guest at the hotel, so we have come up with 5 simple types of questions that will help you to get the most out of your guests keeping the feedback form short, sweet and crisp at the same time. 1. Rating Questions Include all the main aspects of the stay like service, staff behavior, food quality, room quality, etc. and present them as a multi-row rating scale question. This will help you to receive more information in less time and without using much space. Including rating scale questions in your survey will help you to measure your respondents’ attitude and satisfaction towards specific service items 2. NPS Question Make it a point to always include a Net Promoter Score question in your hotel surveys. The NPS is an industry-wide used metric that helps you to calculate the satisfaction of your guests and their likeliness to recommend you to their friends and family. It is calculated on a scale of 0-10. Include an NPS question along the lines Based on your stay, how likely are you to recommend us to... read more
Zonka exhibiting at the 2nd edition of Tie Global Summit

Zonka exhibiting at the 2nd edition of Tie Global Summit

Hmmm, something’s cooking. Want to know what’up at Zonka? So, here it is! We are all smiles as we are going to exhibit at TiE Global Summit in Mumbai which is considered as the hotbed of ideators, potential leaders, and influencers. TiE Global Summit is the largest Global Entrepreneurial Leadership Summit that takes place once a year across the Globe, and we’re elated to have an opportunity to exhibit there. We at Zonka are working towards boosting customer satisfaction by the process of effective feedback listening and management. If you are looking forward to a solution for digitizing and leveraging the most out of your customer feedbacks, turn your feet towards startup section – Stand 60, and we’ll be more than happy to help you (or just grabbing a cup of coffee is equally good ;)) Currently, industry leaders like Radisson Blu, Crowne Plaza, Mövenpick, Lenovo and many more are actively using Zonka for organizing and managing their entire feedback process. So if you also want to get Zonkafied, swing by our stand, tomorrow. See you there!... read more
5 ways for getting the most out of your promoters

5 ways for getting the most out of your promoters

You know your Net Promoter Score program is a hit when your NPS survey platform reflects a large number of brand loyalists i.e. your promoters. Promoters are customers that are very loyal to your company and are your free source of promotion. But unfortunately, being highly involved in following up with the detractors, companies miss out on leveraging the promoters to their welfare. What we believe is that the detractors are a tough job. Understanding their disappointments, following up with them and finding out ways to making up takes a lot of time and effort. Most businesses get engulfed in this toil and fail to get the most out of their free goodwill ambassadors- the promoters. The best part about dealing with promoters is that they are easy. A lot can be achieved with the help of promoters without putting in a huge amount of effort. We’ve put together 5 ways in which you can leverage the power of the promoters.   1. Reach out and show gratitude Reach out to your promoters and thank them for being a customer. Your promoters should be aware of how important they are for you, so it’s time you make them realize the same. You can attach personal notes when you communicate with them. This simple act of personalization will deepen the relationship your company shares with the customer even more. Also, communicate what you’ll be doing to make things better with the help of their feedbacks. Knowing that their inputs matter so great and are actually being implemented, your promoters will view your business even more favorably. Loyal customers like to be... read more
Customer satisfaction survey – why it counts more than you know

Customer satisfaction survey – why it counts more than you know

Once a couple decided to ditch their favorite restaurant for once and try out a new one for their anniversary. The decent interiors and warm ambiance teased them in. But sadly as they say appearances are deceptive, the food in the new restaurant wasn’t even half good as its charming ambiance. The couple felt regretful and without wasting any more time on their anniversary night, paid the bill and bolted out of the restaurant to switched back to their old favorite place. This is a very common case of how customers churn.  Bad experiences are the are the main reason for a high churn rate. According to Esteban Kolsky of thinkJar – “Only 1 out of 26 unhappy customers complain. The rest just leave.” How do you think the new restaurant could have tackled this churn better? According to us, by either implementing a customer satisfaction software or by offering a customer satisfaction survey to be filled (on premises/ online). Customer satisfaction is imperative for the survival of a business. And the best way to evaluate customer satisfaction is to simply ask them. Ask such questions in your customer satisfaction survey that spill out the kind of data you require in order to improve your product and services. Customer satisfaction surveys are everywhere; customers are bombarded with online surveys from companies. It would be quite believable if we say that every one of us has at least once in our lives received such surveys. And in addition to the ease of distribution and quick results, the thing that we like most about these surveys is that results from these... read more
5 SIMPLE STEPS TO MEASURE CUSTOMER SATISFACTION

5 SIMPLE STEPS TO MEASURE CUSTOMER SATISFACTION

Every business aims to deliver the best customer service but how often do you assess whether customers are willing to purchase your product and services again? How often have you tried to determine how happy are they with your services? Customer satisfaction is the toughest concept to measure and often requires in-depth analysis of preferences, expectations, and opinions. It takes a MONTH to find a customer and just SECONDS to lose one so making efforts to win them and then retain them is a challenge that all businesses face. Customers boost your business and their satisfaction is one the best indicators of showing how likely they will purchase from you in future. If your customers remain unsatisfied, there are chances that 89% of them may stop doing business with you. (Source: http://www.oracle.com/us/products/applications/cust-exp-impact-report-epss-1560493.pdf). Hence, it is imperative for every business to regularly measure customer satisfaction in order to improve it. BEST WAY TO MEASURE CUSTOMER SATISFACTION A customer satisfaction program is more than just conducting customer satisfaction surveys or directly contacting customers to understand what is going right and what is not. Developing an ideal customer satisfaction program involves steps that give results which are financially benefiting, leads to higher market share and stronger brand reputation. So what are the best ways to measure customer satisfaction? Here are 5 simple steps that any business can adopt in order to devise a full proof customer satisfaction program. 1. Listen to your experts – Employees Your employees are the preliminary source of information when gathering customer satisfaction data. Employees deal with customers constantly and they know the ‘pain points’ of first-time customers... read more
Integrate Zonka Feedback with over 750+ Apps (via Zapier)

Integrate Zonka Feedback with over 750+ Apps (via Zapier)

At Zonka, we’re consistently trying to make feedback management more automated and even more effective. And for the same reason we focus a lot on powerful survey features and out of the box integrations. As we’re growing and on-boarding more customers, feature requests and suggestions are pouring in. We’re getting to know of all the web apps that our customers would like to connect Zonka with. There’s really a lot you can do when you make all your web apps work together. For instance, if you get a negative feedback on Zonka and you’d like to raise a ticket in your ticketing application instantly to enable quick action. Same for your low NPS score – raise a ticket instantly for addressing the detractors. Or perhaps, you want to add new respondent data from Zonka to your CRM. There’s a lot really. To make all this and more possible, Zonka Feedback is now integrated with Zapier (yay!). This means, now you can integrate to over 750+ apps and automate tasks and triggers across tonnes of applications and save yourself a lot of time and effort. In case you’re wondering what Zapier is – it’s an online automation platform that allows you to connect various web apps that you use to automate processes that you would have usually spend a lot of time on coding. It essentially allows web applications to easily talk to each other. With Zonka Feedback now connected to Zapier, automation will be a breeze and you will get more time to focus on bigger strategies for your organization. To make your own Zap now, get started... read more
Zonka ranked as 2017 category leaders for Survey Software Apps by GetApp

Zonka ranked as 2017 category leaders for Survey Software Apps by GetApp

Don’t you just feel delighted when the long-sown seeds of hard work and dedication start to bear fruits? Something similar has happened to us! We are super proud to announce that we are ranked as category leaders under survey software apps for 2017 by GetApp. With so many survey and feedback apps hitting the digital zone almost every day, being able to make it as category leaders in the #1 business apps marketplace – GetApp, is such a bliss! GetApp’s quarterly ranking exhibits the top 25 Survey apps based in the cloud. These rankings are decided on the basis of scores that are calculated factoring include user reviews, integrations, app availability, media presence, and security. “We believe that it is the dedication of our team and support from our awesome clients that has helped us in getting recognized by GetApp. Zonka Feedback App has helped many businesses in becoming more customer-centric by enabling them to listen to their real customer voices. Thus, boosting their customer satisfaction profoundly. This recognition has been a real boost for entire Zonka team to raise the performance bar even further and has further challenged us to work even better.... read more
Calculating Net Promoter Score (NPS) – Doing it the right way

Calculating Net Promoter Score (NPS) – Doing it the right way

Various industries calculate the Net Promoter Score with a standard formula i.e. Number of Promoters — Number of Detractors) / (Number of Respondents) x 100. But what can be considered as an ideal net promoter score differs for all the sectors.  Here is a representation of average Net Promoter Score by sectors – How different industries calculate NPS An average Net Promoter Score may differ for various industries. What is acclaimed as a good Net Promoter Score can be considered as a bad Net Promoter Score for another industry. So, while dismissing your NPS as a good/bad score make sure you have compared it to other competitors within your industry. There are a lot of industries using the Net Promoter Score currently and thus what can be considered as an “ideal” score wildly depends on the industry type and products or services provided by your company. For example, (refer to the image above) Net Promoter Score for Health Insurance companies range from -2-35, with an average of around 10 whereas Net Promoter Score for Hotels, on the other hand, range from -20 to 62 approx, with a rough average of 30-32. Such diverse are the average Net Promoter Score for the different industry so the personal qualifying scores for good or bad NPS would have to be set by the different industries themselves based on their industry type and the ongoing industry trend. So, while an NPS as close as 100 is considered best but you may only concentrate on making your NPS to be the highest in your industry. Also, one of the best way to judge your NPS will be... read more
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