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Why is NPS® important?
Well for starters, it helps businesses identify promoters and detractors easily, and then query them about their pain points with their product or service. You can then glean insights from this data with which you can make changes based on your detractors’ woes.
Promoters further brand loyalty and spend more. They’re also likely to enhance brand awareness and boost referrals.
Detractors can tell you what’s missing from your offerings and what needs improvement. Unless their issues are dealt with, they’re likely to move on to another brand – decreasing your customer retention both directly and indirectly.
In the digital era, word of mouth carries faster than ever, and with most companies having a social media presence, they’re vulnerable to public criticism. Social media isn’t limited to reviews, either. Likes, follows, retweets, star ratings by your detractors or promoters can have an influence on their social media connections.
Once you’ve identified and addressed issues based on responses gathered via an NPS® survey software, you can then let your detractors know, and have the chance to turn them into promoters for your brand.
This is why NPS® surveys can play a critical role in your product’s development over time.
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How can one get the most out of NPS® software?
Let’s take Company A. For Company A to be successful, they need unbiased inputs from their clients to see how they’re performing. Company A is faced with an issue – Customers seldom approach them directly after a poor experience and instead jump straight into sharing negative opinions about A with their friends and family. This could be on social media or in person as well.
While it’s not possible to have a 100% positive interaction with all their customers, Company A decides to collect feedback from all of their previous customers (the ones they manage to reach, that is) and needs to do so in a quantifiable manner. Company A needs its respondents to give subjective feedback as well.
Here’s where NPS® survey software’s come in – They can help Company A collect unbiased feedback from respondents and quantify their standing in the form of an NPS®score. A comprehensive NPS® survey can help Company A get insights into where their services need to be addressed quickly.
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Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld. Net Promoter Score℠ and Net Promoter System℠ are service marks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.
Create Omnichannel Surveys with Voxco
Voxco is trusted by Top 50 Market Research firms, Global Brands & Universities in 40 countries. Voxco offers full omnichannel capability including CATI, Predictive Dialler, Online surveys, offline CAPI, and Panel Management. Check out Voxco Offerings below:
Voxco Online
Create engaging omnichannel online surveys with advanced skip patterns, multi-media files, automatic device detection and more.
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Voxco Analytics
Create one click summaries, visual dashboards, uncover key trends and easily share the report with teams.
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Voxco CATI
Maximize CATI ROI with advanced features, hosting options, seamless telephony integration, and flexible pricing.
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Voxco IVR
Voxco IVR can be used as a standalone, self completion survey option or in combination with other data collection modes.
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