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The Zonka Feedback Blog

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

The ABC of NPS Survey- What it is and what it’s not

The ABC of NPS Survey- What it is and what it’s not

Many things that you do as a brand makes a customer either come back to your brand or avoid it like the plague. So, how does a business keep these personal ratings and variations in them in check? By implementing a Net Promoter Score Software which is the easiest way for capturing customer loyalty. NPS index ranges from -100 to 100 and is used for gauging the customer's overall satisfaction with a company's product or service and the customer's loyalty to the brand.  NPS - A metric or a process? Both! Yes, you can describe Net Promoter Score as both a metric and a process. Net Promoter Score is a metric that was first developed in 1993 by Fred Reichheld and later adopted in 2003 by Bain & Company and Satmetrix as a way to predict customer purchase and referral behavior. NPS survey is designed to measure your customer's overall loyalty to your brand. Also, businesses have to surpass a series of steps/actions in order to calculate the ultimate net promoter score, which makes it fall into the category of a process too.  CSAT is NOT NPS When it comes to measuring customer satisfaction and loyalty, NPS is not the only metric that businesses have at their disposal. There many other metrics that are very popular and does the same job quite well. There are many who confuse CSAT with NPS as they both measure customer satisfaction. Arguments have also sparked on the fact that which one is better amongst CSAT and NPS. Decoding NPS and…read more
How, When and Where to Collect Net Promoter Score Surveys

How, When and Where to Collect Net Promoter Score Surveys

Net Promoter Score Survey usually referred as NPS survey is a quick and easy survey, which usually takes taking 15-20 seconds to fill. It very effective compared to surveys that require 15-20 minutes of time. In addition to the ultimate question, adding a follow-up question about the reason for the score makes it even more powerful. It gives a clear direction to the follow-up actions to be taken. The Net Promoter Score Survey is very dynamic and any organization that is willing to implement the NPS survey has the opportunity to perform the survey process in one of two ways: Transactional and Relationship. Which approach/type of survey would be best for your organization will depend upon certain things like your organization type, the number of customers and your customer lifecycle etc. For making your choice of NPS survey type easy, we have elaborated both the approaches below - Types of Net Promoter Score Survey There are 2 broad categorizations under which NPS surveys are divided. 1. Relationship NPS Survey Relationship surveys attempt to investigate a customer’s loyalty towards a company/brand. These surveys focus on extracting the overall satisfaction of the customers with the company. They occur at regular intervals (monthly, quarterly, half-yearly).  The company's which are just beginning with using the NPS system, they should start with Relationship style of surveying. Send out your NPS surveys in stages initially and then keep a tab on touch points that are majorly affecting it. Transactional surveys should then focus on those touchpoints that relationship surveys indicate as the most important…read more
101 Customer Service Statistics To Lay Your CX Strategy On

101 Customer Service Statistics To Lay Your CX Strategy On

“Your brand is what other people say about you when you're not in the room.” – Jeff Bezos, Amazon. This quote brilliantly explains the exact sentiments that a customer holds for a brand. To make sure that your customers are always gaga over you and your service when you are not even offering them a discount, we give you these 101 statistics that we have assembled. You can undoubtedly form a Business CX strategy while keeping these in mind for creating better and delightful experiences for your customers. Customer Experience Statistics 50% of customer experience natural occurring churn every 5 years. Only 1 out of 26 unhappy customers complain. The rest churn. A lesson here is that companies should not view absence of feedback as a sign of satisfaction. The true enemy is indifference. 91% of unhappy customers who are non-complainers simply leave. It is 6-7X more expensive for companies to attract new customers than to keep existing customers. 65% of companies are able to successfully upsell or cross-sell to existing customers. Only 12% of companies are able to successfully upsell or cross-sell to new customers. 75% of brands do not know what engagement means - but are measuring “it” 90% of consumers said they have had poor experiences seeking customer support on mobile. 89% of marketing leaders expect to compete primarily on the basis of customer experience by 2016, as compared with 36% four years ago. By 2016, mobile search will generate 27.8 billion more queries than desktop search. By 2020, the customer will…read more
4 Metrics You Need To Track to Measure Customer Satisfaction & Loyalty

4 Metrics You Need To Track to Measure Customer Satisfaction & Loyalty

Measuring the satisfaction of your customers is tricky business because, for the most part, they are not going to come right out and tell you. However, there are several ways that you can employ to gauge their satisfaction, and address any problems that may have arisen. One of the most valuable resource a business can have is conducting surveys and is, in fact, one of the very few ways to effectively collect customer satisfaction. While you most likely already knew that, are you using all of the metrics available to you? The Metrics More often than not, businesses continue to measure customer satisfaction using wrong or insufficient metrics. Measuring the right customer satisfaction metrics, on the other hand, can help you promptly know how you're doing, about your customers' satisfaction, expectations and needs. This is your cheat sheet for the right metrics you can, and perhaps should, apply. Rate of Return The customer rate of return is one of the easiest seen metrics a business can use. In small startups and large companies, the more a customer returns, the strong the loyalty is considered to be. From a business standpoint, you need to treat each new customers like a first date - if you impress them, they will build a relationship with you. As the customer builds that bond, they will tell their friends and your business will grow through word of mouth, which indeed is one of the best forms of advertising and one that can aid any business greatly. However, that same aspect…read more
5 types of questions to ask in a customer experience survey in restaurants

5 types of questions to ask in a customer experience survey in restaurants

Preparing a customer experience feedback form and survey for your restaurant guests is a tricky affair. On the one hand, you need to mindful in keeping the form short and relevant to not bore the guests and on the other you need to know about the customer and their experience at your restaurant to help you improve service and connect with your guests better. This one is hard to crack, we know. And going wrong can really ruin your guest feedback response rate in the restaurant. Don't fret. We're here to throw in some suggestions that can help you build a good survey. For starters, keep it small and relevant. You may be tempted to ask a lot of questions. But hold your horses. Your guests aren't going to be as enthusiatic. A good and effective survey should have between 5 to 10 questions. Anything more can lead to lower survey completions. We've listed 5 type of questions that you can ask your guests in a customer experience survey after they've dined with you at your restaurant. Customer Details Capture customer details will ensure that you can stay in touch with them even once they’ve left your business, by way of keeping them updated with latest additions to your menu, and reminding them about your promotional events and season discounts. Store their birthdays and anniversaries and sending them greetings on their special days. Nothing makes a person’s special day more than receiving an unexpected greeting, and doing so will enable you to create an indelible impression…read more
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