What is NPS®?
Customer satisfaction surveys and market shares only look to the past, revealing nothing about future consumer behavior, which is critical in determining growth strategies.
Listen to customers when and where it makes sense
Determine your Net Promoter Score and place your customers in three categories: Promoters (Your Loyal Fans that would willingly recommend you), Passives and Detractors.
Promote your brand, products and services through the referrals of your Promoters.They are your best sales reps. They win, you win big time.
What is CES?
Dive into how your business has helped solve a problem to your client through CES surveys (Customer Effort Support). If measuring customer loyalty is your goal, then you have to take into account the effort that your customers take to interact with you.
Measure and reduce customer effort with CES surveys
Reduced customer effort is a key driver of customer satisfaction and loyalty.
Use Customer Effort Score survey software to measure customer effort, calculate CES scores, and take action to improve.
Use a single question to ask clients how easy or difficult it is to perform a certain action, whether it is getting help from the support team, buying a product, or leaving a review.
A high score means customer satisfaction levels are good for your brand since clients have an easy time using your services/products. Lower scores mean you need to make more improvements to make it easier for people to interact with your business.
Your customers are more likely to respond to a modern, single-question survey. Get the score and rich qualitative feedback inside your website, or via emailTrigger surveys at touchpoints based on events such as online purchase, case closure, feature use, product installation and more.
As global as your customers. Ask the CES question in multiple languages. Protect against survey fatigue. Use Customeer across channels and devices without risk of duplicate sampling: web and mobile.
Reach out to customers or forward feedback from the Customeer CES dashboard. Or use our API to trigger responses in your CRM or support platform.
Drill down into your CES to derive insights on customer sentiment, behaviour and their interactions. Find out where the bottlenecks arise and what can be done to fix them.
What is eNPS?
If you want to grow your business, you need happy and proactive employees that will constantly go above and beyond, provide exceptional customer experience, make informed decisions, and come up with innovative ideas for your business’ development.