Misalignment between companies perceived and customers experienced service level.
New data from the qualitative company Megafon and report by the Danish consultancy company Meng & Company found disconcerting trend in the service industry in the Danish market.
The report highlighted issues in the experienced service levels amongst customers. Specifically they found that only 8 percent of Danish customers rate service levels at a ‘very good’ score. This is critical since in the classical NPS system, only the top score creates loyal returning promoters. Continue reading →
How to attract more customers to your survey.
In the previous blog, we discussed the placement of the survey was important for decreasing response pain. We wrote on how to look at the customer journey and factors to consider when blueprinting your survey placement. Today’s blog has a more positive approach to the survey. We focus on how your company can attract more customers to respond to your survey. What is crucial in the split seconds when decisions are made on whether or not to respond? We will look to customer’s initial impression of the survey and and give a how-to, to get more customers to engage with a stationary survey system. Continue reading →