NPS MONTHLY TRACKER

We arrange to contact an identified set of your customers, in line with an agreed brief. Our senior consultants will build a research methodology to meet your objectives, whilst ensuring GDPR compliance at all times.

We can conduct the research directly by telephone, email, or ask customers discretely for feedback when they interact with your website.

Alternatively, where appropriate we can intercept customers outside your branches or stores.

We maximise your results by combining different methods of data collection whilst being consistent in the structure of the data.

Our interviewers act as an extension of your brand and are trained to encourage customers to open up and provide detailed insights about their experience with your organisation.

We ask your customers 2 simple questions:

•     How likely would you be to recommend XXX to friends and family?
•     (on a scale of 0-10. This allows a CSAT Score to be calculated)
•     Please can you tell us why you gave that score?

We send the data from each completed interview to you within 24 working hours, so that you can react to and resolve any real customer situations.

We also offer longer, qualitative interviews for clients who wish to obtain detailed feedback on the entire customer journey, or explore specific areas in greater depth.

We collate all the findings from the interviews into a visually rich, written report, comprising NPS charts, broken down as you require, selected verbatim comments and frequently occurring themes or topics.

The reports (monthly, quarterly or ad hoc) provide actionable insights to help improve the quality and consistency of the customer experience your organisation delivers.

Results reporting is also delivered via a complimentary video debrief.

We can provide a scheduled programme to deliver benchmarked metrics over time.

These can used as part of internal reporting and KPIs, to drive staff training and process development, in a culture of constant improvement.

Scaleable volumes and ongoing customer segmentation ensure that the measurement programme adapts in line with your evolving business requirements.

We talk to you about which types of customers you would like to gather feedback from and whether there are particular topics you would like insight on.

You tell us how many customers you have; how many you would like us to talk to and how often (we can help with this).

We arrange access to the data (customer contact information).

We can access your customer database directly to select data points to contact, or you can provide us with a selected sample. 

You’ll get results back in 4-6 weeks (as well as individual interview feedback along the way)

We talk to you about which types of customers you would like to gather feedback from and whether there are particular topics you would like insight on.

You tell us how many customers you have; how many you would like us to talk to and how often (we can help with this).

We arrange access to the data (customer contact information).

We can access your customer database directly to select data points to contact, or you can provide us with a selected sample. 

You’ll get results back in 4-6 weeks (as well as individual interview feedback along the way)