How does it work
- Available in 31 countries
- Already more than 2 million NPS-invitations sent
From (dis) satisfied customers to enthusiastic customers. You will get more of this every time you optimize the customer experience. This starts with knowing what the customer really thinks and that is the power of Focus Feedback: We measure customer loyalty so that you get direct insight into areas of improvement and what this means for your business operations. We use the NPS® methodology to measure this. The result of Focus Feedback is in a well-structured dashboard that enables you to start immediately. We know for sure that responding to the real needs of your customers with your business operations will result in enthusiastic customers. And they will recommend you to others!
Focus Feedback in four steps
1. | Measuring
What do you want to know about your customers? The more specific the focus, the better your results will be. When you pose the right NPS® questions to your customer groups, we ensure that these will get to them at the right time. Thanks to advanced techniques this can be multilingual and therefore in the appropriate language for your customers. Together with you we determine when your customer receives the email. This is within 24 hours of having contact with your client, as this is when it is most likely that your customer will respond to your request.
2. | Knowing
We analyse your customers’ answers. The result will be the NPS® for your organization. This will give you insight into the feedback points for your organization, product or service. Because we also ask a short motivation question, we gauge the underlying motives. Thus you will receive concrete input for adjustments for your business operations. The input also offers opportunities for a direct follow-up with your customers when they share a complaint or compliment with you.
3. | Follow up
A response from your customer may require you to contact them. There could be both a positive or a negative reason for this. For example, a customer who may wish to express appreciation for the kindness of your mechanic. When there is a complaint you can quickly anticipate this. We apply Closed Loop Feedback: you let the customer know that you take feedback seriously. By allowing you to quickly understand what's going on, you can anticipate problems in time, turning (dis) satisfaction into enthusiasm.
4. | Improving
With these results you are ready to carry out improvements: turning (dis) satisfied customers to enthusiastic customers. Because you really know what your customers wants, you can tailor your business operations to their needs. Also, you will gain insight into what the costs of quality are for your organisation to provide services. Because any problem areas become visible, you can tackle them and make sure you turn them into your strength. By continuously focusing on areas of improvement you make your organization stronger, and you get enthusiastic customers who appreciate and recommend you.
Benefits of Focus Feedback
You have real-time visibility of customers’ answers.
The data of your customers is safe, in accordance with strict safety regulations.
International customers? No problem. We make sure every customer receives the questionnaire in the correct language.