What are your customers telling you?

Matthew Zammit

Nov 9, 2020

Want an excellent place to find quick-wins?
Listen to what your customers are already telling you and focus on improving that 👇

There are a number of ways to do this but one of my favourites is Net Promoter Score (NPS).

On an NPS survey, we ask users, on a scale of 0-10, how likely they are to recommend a product/service to someone else. 🤩

An NPS survey introduces a continuous feedback loop which unites the organisation around a common goal: CUSTOMER-CENTRICITY.

The scores help us see what to improve to move Detractors up a notch and to move Passives into Promoters.
Promoters will tell you what you’re great at – focus on that more!

The real magic is in the Verbatim – what they are telling you to justify their scores.

👉 Then if you look closely you will find that a substantial percentage of improvements can be achieved by solving a few common concerns across the board.

Are your products aligned to what your customers want… and are already telling you?👂