Having Net Promoter Score, or NPS, as a KPI puts the customer experience as a key focus point of your company’s strategy and while it’s normal for a company to visit this kind of KPI several times over the year, we would advocate for an ongoing process of not only frequent surveying, but using available data through frequent monitoring of reviews & website usage to keep up to date.
Keeping current with your customer’s experience is critical to providing an excellent & intuitive service and tying this into long-term strategic planning; having current, updated data on-hand allows you to make these decisions confidently backed with real data.
Surveying alone doesn’t provide decision makers with complete picture of where you are succeeding and perhaps, failing. We now live in an age of digital media and customer will always provide feedback even when it is not specifically asked for. For example, through Google’s map service, feedback can be targeted to almost any business and is visible to anyone that views the company on maps. Similarly, Tripadvisor is dedicated to collecting reviews of businesses in the travel industry and Yelp lists a wide range of customer experiences of different services.
One of the big challenges of an organization is to deal with the flood of information available. It’s scattered across numerous different systems & platforms etc. and usually requires a siginificant amount of manual work to process. In the ideal scenario, customer feedback is linked to specific points in the customer journey where you’ll be able to identify where specifically in the customer journey you need to improve and even how.
Customer feedback in BisLenz
With customer feedback flowing in continuously day by day throughout each stage of the customer journey, BisLenz makes it easy to stay on top of the situation by aggregating all this data “under one roof” so to speak. BisLenz offers a wide range of tools for conducting different types of surveys and reports the results in a clean, intuitive and easy-to-understand format. BisLenz directly integrates with both Google and Tripadvisor for example as well as providing you with the option of developing surveys for deployment directly in the software.