Feb 13, 2017 | Customer Retention Strategies That Work

Why Customer Satisfaction Surveys are the Pulse of Your Business

by  Margaret Link — Marketing at Thanx

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.

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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.

 

Customer feedback could be your secret weapon — but how?

Feedback from your customers could be one of the most valuable sources of business intelligence for your company — but most operations haven't quite figured out how to harness this data in a way that works for them.

Most attempts to generate feedback from paper comment cards and online surveys fall WAY short. How many times have you tried to get meaningful feedback from your customers but couldn't get them over the hump of completing your survey? For this reason, most feedback is either really positive ("always love coming in here") or really negative ("why don't you guys serve sandwiches!?")... and rarely received with enough context to be actionable. 

That's where Net Promoter Score comes in - by surveying your customers easily and often, you can create a complete picture out of feedback data, alerting you to operational issues, or bringing light to things that make your operation great. Learn more about Net Promoter Score in this webinar:  

Net Promoter Score Best Practices

A few highlights: 

1. Why feedback is so important (2:04)

2. Best practices for responding to feedback (17:58)

3. Getting managers to buy in to the feedback process (22:45)

4. How Thanx rolls all that goodness together in our new product update (9:46)

 

At Thanx, we administer these surveys to customers on their mobile phones with a push notification after they make a purchase. Because it's so easy and quick, we receive more feedback per transaction than any other loyalty program — making customer feedback into a truly powerful source of data for our merchants.

Use Net Promoter Score (or other customer satisfaction metric) to track overall customer satisfaction — both at the location-level and across the entire brand. Implement high-performing locations' best practices at locations that aren't doing as well. This will steadily increase sales to a level where all locations generate a comparable revenue per customer and total revenue.

Then, use NPS to track new customer service initiatives designed to increase sales and promote the best initiatives across the entire brand. Some brands even use location-level NPS to track manager performance. 

However you choose to use it, the data generated by Net Promoter Score is incredibly valuable to all businesses and should be a staple of your data arsenal. 

Want to learn more tips and tricks for collecting meaningful feedback at your business?

Talk to an NPS expert at Thanx >>

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