How satisfied are your customers? How do you know? Using Net Promoter Score and mobile-based feedback could change the way you collect customer data.
For restaurants and retailers, Net Promoter Score is the most valuable way to survey for customer satisfaction and feedback data. Unlike traditional feedback, NPS allows merchants to track customer satisfaction over time, granting them performance data across their entire brand, and all the way down to the individual store level.
What is NPS? Net Promoter Score is the industry standard way to measure customer satisfaction. Brands use Net Promoter Score to easily gain insight into customer satisfaction and individual store performance — all by asking this one question.
“On a scale from 1-10, how likely are you to recommend this business to a friend?”
When used methodically, the results clearly show changes in customer satisfaction over time, providing a valuable tool to evaluate management, current processes, and overall customer experience.
NPS and loyalty go hand-in-hand because satisfied customers are loyal customers. Thanx is the only technology that has the elegant user experience to capture ongoing customer feedback, and the easy-to-use merchant campaigns to take action according to this information.
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Want to learn more about Net Promoter Score? Want to find out your business' NPS? Check out our Webinar on NPS best practices:
Offline merchants now have qualitative way to measure health of their business
February 2, 2017 - San Francisco, CA - Thanx, which empowers brick-and-mortar merchants to grow their business with customer data, today announced a major upgrade to the way its merchants can capture and measure customer satisfaction using Net Promoter Score. With this new functionality, merchants can operationalize customer feedback, build data-driven customer profiles, and better understand their guests — all in the name of keeping customers loyal and happy.
Introduced in 2003 by Bain and Company, Net Promoter Score is the industry-standard barometer of customer experience and business health. Thanx is the first mobile technology that connects NPS to an individual customer who made a specific purchase at a precise location. Because feedback is received moments after service, it can be used to quickly make operational improvements, placate a disappointed customer or thank a loyal one.
“In a business climate where 79% of customers would take their business to a competitor after receiving poor customer service, businesses must take a proactive, data-driven stance in monitoring and addressing customer feedback to solidify and grow guest loyalty,” said Zach Goldstein, Founder and CEO of Thanx. “Actionable feedback is critical for running a business today.”
Now, with the product upgrades announced today, Thanx customers can easily track NPS over time and across multiple locations. Merchants can set measurable goals for performance, identify opportunities for improvement, and hone in on customer satisfaction with easy-to-understand data. Additionally, guest feedback is sorted by urgency, so merchants can cut through the noise and prioritize customers who need immediate attention.
“I am excited to be able to arm our merchants with a simple, automated solution for easily tracking customer satisfaction over time. NPS is a powerful solution but like every feature in Thanx, our NPS implementation makes it simple to collect feedback, pinpoint issues in service and quality, and improve operations over time,” Goldstein added.
Thanx helps offline businesses drive deeper, data-driven relationships with their best customers.
Thanx's turnkey solution collects critical customer data and uses it to deliver automated marketing campaigns that deliver real ROI. While the vast majority of loyalty programs today are languishing, Thanx has the highest retention rate in the industry thanks to its frictionless customer and merchant experience. Founded in 2011 and based in San Francisco, Thanx is financed by Sequoia Capital and other elite Silicon Valley investors. Thanx has thousands of customers across more than twenty retail verticals.
Want to learn more about NPS and feedback for your business? Check out these resources: