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General
How to Let Employees Know About a Bad NPS Score
General
You did your due diligence and sent out your Net Promoter Score (NPS) survey to your customers. You got results back and looked at the data.
It isn’t what you expected.
Your survey came back with a negative NPS score. In this article, we look at how to let employees know about a bad NPS score so you can move forward as a team.
Communicate with Your Staff
The first thing to do is talk with your team. Share the results and go over how they were tabulated.
You don’t want to hide survey results from your employees because the results are embarrassing. And you don’t want to sugarcoat the results either, because your team is accountable for the results.
Communicate that you all have things to work on, and then get to work on a plan to change things.
Brainstorm Solutions
Now that your employees have the facts, it’s time to brainstorm some solutions and create a plan to turn your detractors into attractors.
Consider creating small teams to work on the various areas you are going to focus on. Let them come back to the larger group with an array of ideas.
Then, you can start to narrow your focus and come up with at least three things to work on.
Set Goals
Now that you have a plan for turning things around, set some goals and decide how and when you’ll measure them.
Make sure that your entire team buys into these goals, or you’ll have a hard time meeting them.
Evaluate
Work on your plan continually once you’ve established your goals.
By evaluating it, you can see if you need to make any adjustments to the plan.
After a specified time, conduct another NPS survey to see if your results go up.
To Conclude
You want to work on your NPS score on an ongoing basis. Train your team better, engage them with customer service training, and create a positive employee culture. (tweet this)
By working together with leadership and your team, you can put your plan into action and reach your goals of increasing your NPS score.
Surveys help you make the best decisions for your business. Are you ready to get started with your free Survey Town trial? Start with your free account today, and you can upgrade at any time.
Why CSAT Is Your Key to Long Term Success
General
CSAT is short for Customer Satisfaction, a key performance indicator. We look at why CSAT is your key to long term success as you grow your business.
Why You Need to Care as Much About Customer Satisfaction as Customers Do
General
Today’s business mantra is all about customer service and providing value. Here’s why you need to care as much about customer satisfaction as customers do.
New and Improved Look of NPS, CES, CSAT surveys for Mobile, Desktop, and Email
General, Product Information
We made a bunch of updates to the look and feel of NPS (Net Promoter Score), CES (Customer Effort Score), CSAT (Customer Satisfaction Score), and Ratings questions and have given you more control to help them match your brand. Our updates have been made to make your customer experience surveys more visually pleasing and customizable. No worries if you haven’t had time to check out all the new features—we’ve pulled them together to show you what we’ve been working on.
A new and improved look of surveys for mobile, desktop, and email experiences
We’ve switched to a more modern look for our survey experiences. This new look is used for mobile, desktop, and email experiences and is a little more pleasing to the eye (or at least we think so). No matter where you’re sending your survey, you can be sure that it will look good and represent your brand well.
New question preview during build mode
Now you can see exactly how your question and style options will look during build mode so you don’t need to switch back and forth between build and preview modes.
Customize colors, shapes, and styles used in NPS, CES, and CSAT surveys
Branding is important. That’s why on top of making some changes to make our surveys look better, we’ve also added a number of options for you to customize your surveys. When building your survey, you have the option to change colors, shapes, styles, and more.
Choose your brand color
You can select a specific hex code, which makes it easy to keep your surveys on-brand. This also makes it easier for consultants and agencies to white label the platform and provide better branding options to clients.
Change the button shape and style
You have more options for adjusting the look of the buttons. Select rounded buttons, circle buttons, or square buttons, then choose whether you want your brand color to just be the outline or to be the fill. All of these style options allow you to not only do something that you think looks better but also to create a survey that better matches your brand’s visual aesthetic.
Rating questions can have thumbs, faces, or stars
Who said surveys and customer experience questions can’t be fun? Add the finishing touches to your questions with up and down thumbs, emojis, or stars. To make this feature a little easier to use, we’ve also added the ability to change the number of icons that appear. For the thumbs, you’ll want to choose two under the Steps dropdown. You can also choose to use four stars, three faces, or five boxes—whatever works best for you.
CES and CSAT answers can now be shown as text
In case you have something against numbers, we’ve made it so that you can use text on your CES and CSAT questions. Now you don’t have to worry about whether or not your customers are confused about whether or not 1 or 5 means strongly agree.
As a company that lives and breathes customer feedback, we’re always listening. We’ve been hard at work making changes that will help you build better questions faster so that you can focus more on analyzing the results. We hope you enjoy these new features!
What to do with Negative Feedback – 5 Proven Steps to Improve It
General
Sending out surveys always brings results, some positive and some negative.
While you may find yourself cringing as the negative results pile in, it’s not necessarily a bad thing. You of course appreciate the positive comments because they are reassuring, but the negative survey results are a growth opportunity.
Most business leaders know that negative feedback doesn’t have to spell disaster, and they instead turn it into a positive experience. (tweet this)
In this article, we look at what to do with negative feedback and five proven steps to improve it.
#1: Don’t Let Customers Down
Once your customers have taken the time to complete your survey, you don’t want to let them all down. Show your customers you value their time and their feedback by providing a response.
If you don’t, you show customers their input is useless, and they’ll likely never complete another survey for you again.
What happens after your customers send their survey feedback is the most important part of your survey
#2: Review Your Survey Responses
Gather your team and make sure everyone has read and re-read the customer feedback.
Delegate someone to respond to the negative feedback and someone to respond to the positive feedback.
Discuss together how your staff should handle their responses, especially to the negative feedback.
For starters, they should respond immediately. This isn’t something you want to fester. After all, the last thing you want are negative reviews all over Google and Facebook.
You can improve the customer’s opinion of you by learning more about what they’re upset about, remaining empathetic and showing you care. This is all regardless of whether you think the customer is right or not.
#3: Take Action
As you prepare to take action, it can be helpful to have a template for your employees to follow. Set guidelines and parameters so your staff is well-versed on just what to say.
They should always customize the response, though, so the template is really just an initial guide.
You may find that you can improve your negative feedback with the right response. Customers may even end up sticking with your company because of the way you handled their negative feedback.
Your follow-up is key to keeping the customer and turning them into one of your most loyal ones.
Train your staff to create a response that renames their concern, acknowledges it, and then lets them know how you can remedy it. Always let them know how much you value their input and how sorry you are for the problem.
#4: Review Responses
The next step is setting aside a time to meet with your staff to discuss your negative feedback.
This is so important because it’s the only way you’ll improve your business and your service and avoid negative feedback in the future.
#5: Analyze Your Data
Finally, as you review responses and make a plan for turning things around, you want to really analyze your data.
This means looking where the negative feedback came from. Is it just one department? Is it a particular area of the city or country?
By analyzing the data, you’ll find areas where you might provide more training. Or, you might learn you need to add a staff person because the wait time is too long. You also might find problems with products.
Analyzing your data provides a wealth of information and lets you know where to act.
Final Thoughts
When businesses respond promptly to negative feedback, they benefit. If you ignore, you’re likely to suffer in the form of bad reviews all over the internet.
Communicate with your customers. Try to fix the problem, and once you have, reach back out to those same customers and let them know what you’re doing to fix it.
This means contacting them more than once and showing them that not only did their feedback matter, but you took steps to make sure it didn’t happen again. Thank them one more time and let them know their role in affecting change.
Providing good customer service is vital to the success of any business. So, when you get negative feedback, you want to do everything in your power to improve it.
Surveys help you make the best decisions for your business. Are you ready to get started with your free Survey Town trial? Start with your free account today, and you can upgrade at any time.
How to Measure the Success of Your Support Department
General
Well-known management consultant, Peter Drucker, said, “What gets measured, gets managed.”
His management philosophy means that the best plan of action is to measure the things that matter to your company. One of the most important things to measure is customer satisfaction.
If you’re ready to more than meet your customers’ needs and exceed their expectations every time, you want data you can measure.
Here’s how to measure the success of your support department.
How to Measure Satisfaction
One way to measure success is to send out feedback surveys. This helps you assess how well your support team is doing while learning what your customers need and expect.
These metrics help you keep tabs on what your customers experience when they talk with your support team. Is the time spent with your support staff easy, or is their time difficult and frustrating?
You can always use the Net Promoter Score (NPS) survey to measure customer satisfaction. Yet, in this case, the NPS merely scratches the surface of your customers’ whole experience with support.
Consider also sending surveys that measure the following:
- The number of conversations a person had with your support department to resolve the issue.
- How many customers hung up frustrated.
- If your customers felt their issues were resolved.
- Overall satisfaction.
- If customers felt the amount of time spent on the phone was satisfactory.
- Whether or not the team member was friendly, courteous and ready to help.
Final Thoughts
Your customer support department is highly measurable. From things such as call volume, chat time, interaction counts, resolution rates, and customer satisfaction, you can record data and measure it quite easily.
Remember that you can only change and improve the things you are aware of. If you don’t know about the success of your support department, you can’t reward it or improve it.
Because your support department and ensuring customer service is meaningful to the success of your company, it makes good business sense to measure it on an ongoing basis. (tweet this)
Your satisfied customers who had a good experience with your support department are the ones who’ll return to shop with you.
Surveys help you make the best decisions for your business. Are you ready to get started with your free Survey Town trial? Start with your free account today, and you can upgrade at any time.
How to insert a survey question into an email
General, Product Information, Survey Tips
At SurveyTown, we give you the HTML you can copy and paste into an email you send to a customer.
See how to embed a survey question in an email.
This means that your question will show in the email itself, allowing your customer to one-click in the email and give their response.
There are four types of question types that you can embed into your emails.
- Rating
- Net Promoter Score
- Radio
- Picture (choose one)
The process of embedding is to go into the “Promote” tab, and then clicking on “Questions” from there you can copy and paste the HTML that you can embed into an email.
We created a full video that guides you on how to put the HTML into an email.
Happy Surveying!