Netigate’s Voice of Customer Solutions enable you to understand the way your customers interact with your products or services and how they think about them. Use the chance to gather feedback directly from your most important stakeholders to grow your revenue and make the right decisions based on reliable information.
Nowadays, fewer and fewer companies are truly unique. Think of your organisation’s unique selling points. Are they really that different from your competitors? Today’s organisations need to give every customer the best experience possible with excellent service, great products and services and outstanding support. Otherwise, why should they choose you instead of one of your competitors? Customers’ behaviours change all the time and you need to be updated continuously to keep up with and truly understand your customers.
Customer feedback can be measured using different focuses and different questions, depending on your organisation’s needs. Keep reading and we will guide you through all you need to know!
“We and our customers may see things entirely differently. It is strategically important for us to see things from our customers’ point of view.”
Focus on customer benefit when op5 develops its product offering
Get the whole picture of your customer relations
We know that companies with high levels of customer satisfaction generate greater returns than companies with low levels. This means that companies that evaluate customer relations have a huge advantage. Our experience tells us that different organisations have different needs when it comes to measuring the voice of the customer. Some companies work with the classic annual customer survey, while others choose more pulse-based quick surveys, such as the NPS metric.
Which kind of customer survey best suits your company? Below are the different kind of ways you can measure customer loyalty and satisfaction that we recommend. Read more about the different survey types and don’t hesitate to contact us if you have any questions.
Different Ways to Collect The Voice of The Customer
Net Promoter Score (NPS) – the quick and easy metric for customer loyalty
Net Promoter Score (NPS) is the No. 1 measuring method when it comes to customer loyalty. It has increased rapidly in popularity in recent years because of its simplicity and great benefits.
With NPS you get an easy, measurable number of how satisfied your customers are. With your NPS score you can compare yourself both internally and externally and it’s easy to understand and present without needing to analyse large and complex survey results. You can measure your NPS score over time that constantly shows you your company’s customer loyalty levels.
Read more about Net Promoter Score
Customer satisfaction surveys are the most effective method to find out how satisfied your customers are with your product or service. They give you clear numbers on how well you meet their expectations and valuable insights that help you to continuously improve your offer.
Companies measure customer satisfaction because they know that high levels of customer satisfaction indicate a higher probability for customer retention and low levels give valuable insights into what your customers think about certain areas that need improvement.
Customer satisfaction can be measured in different ways. Read more about the most common types and how quickly you can get started.
Read more about Customer Satisfaction Surveys
Churn Management – No More Unnecessarily Lost Customers
It’s 6-7 times cheaper to retain a existing customer than to prospect for new ones. All companies lose customers but Churn Management gives you all the possibilities to act upon solid facts and decrease your company’s churn rate. Start by asking your customers why they chose to stop buying your product or service – this will soon give you comprehensive knowledge as a base for better and more targeted decisions.
By measuring your company’s churn rate, you can easily follow and take action on your customers’ ups and downs and always stay one step ahead of your competitors.
Read more about Churn Management
Customer Feedback Form – Gain Feedback At Your Customer’s Touch Points
Identify your specific customer touch points and start asking for their feedback there. If your organisation is visible and listens to customer feedback at the locations where you interact with them, you will gain many valuable insights. You will be able to keep your organisation constantly updated with what your customers’ opinions and can start working more proactively than being reactive.
Customer feedback forms can be distributed in several ways:
- As a form on your website
- As a link in a banner or a button
- As an email which can even be automated via an API connection to your CRM-system
- As a SMS message
- As a pop-up survey on your site.
Everything is possible!
Read more about Feedback Forms
All your customer surveys with one user-friendly, powerful platform
With a Netigate licence you can perform all kinds of customer surveys. Access to our platform means you can easily create your own surveys or just choose any of our prepackaged customer surveys. Distribute the surveys via email, link, SMS or QR code, then analyse and report your results with our powerful analysis module. Want a short demo? Leave your contact info below!
Read more about our different licenses
Do you want to know more about how you and your company can work with Voice of Customer?
We will be delighted to tell you more about how you can work with customer surveys. Leave your contact information here and we will call you up to schedule a 15-20 minute online demo where we show you the Netigate platform and tell you more about how you and your company can benefit from it. You can also call us directly on 0-800-098-8499 (within UK).