In order to get feedback you can actually use to build a better product, you need to know the right questions to ask, and the right answers to look for.
Simply asking your users how they like your product is a waste of time because it will always get the same response.
https://usabilityhour.com/user-feedback/
Many B2B companies use Net Promoter Scores (NPS) to evaluate customer outcomes and make important customer-related decisions.
The use of NPS scores attempts to distill diverse customers' complicated feedback about a company into a single score. It asks the question, "How likely is it that you would recommend our company/product/service to a friend or colleague?"
While helpful as a general indicator of customer sentiment, NPS scores alone provide an incomplete picture of customer relationships and often can lead to an imperfect understanding of the current health of a company's customers.
http://news.gallup.com/businessjournal/228047/ways-beyond-nps-fully-understand-b2b-relationships.aspx?g_source=link_NEWSV9&g_medium=TOPIC&g_campaign=item_&g_content=3%2520Ways%2520Beyond%2520NPS%2520to%2520Fully%2520Understand%2520B2B%2520Relationships/
If you’re not actively gathering customer feedback—and acting on this feedback—you’re losing out. Why? The happier you make your customers, the more likely it is that you’ll retain them. Bearing in mind that it’s six to seven times more expensive to acquire a new customer than it is to retain an existing one, I’d say you should definitely invest your time and effort into making the most of your customer feedback.
https://www.allbusiness.com/5-ways-customer-feedback-can-help-beat-competition-115931-1.html/
NPS or Net Promoter Score, is a tool used by businesses and entrepreneurs to measure the loyalty of their customers. By conducting an NPS survey, you can learn more about who your customers are, how they feel about your service, and what you can do to improve it.
NPS has become an extremely popular metric among companies both large and small. In fact, according to Bloomberg, two thirds of Fortune 1000 companies are using it today. Business owners are aware of the importance of getting to know their customers in order to satisfy their needs, and nowadays there are different ways to build customer loyalty and measure it.
So, what is NPS, and how can it help your business? Let’s take a closer look at how this tool can change the way you do business.
https://www.businessfirstonline.co.uk/articles/6-things-need-know-net-promoter-score/
Every executive serious about growing their business also must be serious about understanding what is really happening when it comes to the perception and behavior of customers. Customer Experience, or CX, continues to permeate discussions among leadership teams, service teams, product and marketing teams, and board members as it becomes increasingly clear that winning today is as much about how customers feel about a brand’s offering as the offering itself.
An entire industry has grown up around the measurement of customer satisfaction (CSAT). It arrived on the scene a few decades ago, even before the internet drove customers online, where interactions could be scored based on what customers and prospects did that would lead to a sale -- or no sale.
https://www.forbes.com/sites/forbestechcouncil/2019/09/25/better-than-csat-surveys-really-knowing-your-customers-are-happy/#197024d43e46/
In this article, the author discusses 6 strategies that will help to raise your NPS and generate more revenues as a result of higher customer satisfaction.
https://solvvy.com/detractors-vs-promoters-improve-nps/
Even if your customer has made a purchase or completed a process, it doesn’t mean they did so with ease. Post-purchase (or post-experience) is a great time to ask how things went and where your customer stands loyalty-wise.
https://marketplace.mopinion.com/survey-templates/email-confirmation-feedback-nps/
When it comes to customer loyalty it’s very easy for businesses to focus on those people that have had problems or issues and want to complain.
https://mopinion.com/embracing-the-benefits-of-your-enthusiastic-customers/
The point is that each customer journey is its own unique story. From the supermarkets point of view when they look at the sales at the end of the day they will see my transaction amongst the thousands of others but they won’t know my story. Even if I got a prompt on my receipt to fill out a survey to enter a prize draw and I went and gave them an NPS rating, would they know any more about my customer story?
http://customerthink.com/evolving-customer-surveys-into-customer-stories/
Customer experience experts have created measurement systems to track customer satisfaction, customer effort score and net promoter score. But there is one area that has been more difficult to translate into a simple metric. Customer Emotion. How do your customers actually feel? How do you measure emotion in customer experience?
http://customerthink.com/how-to-measure-emotion-in-customer-experience/
