Let’s be honest, we (organisations) all love our customers to talk about us… if they are saying good things. Of course, if they were spreading dissatisfaction we would prefer their direct feedback instead.
A satisfied customer plays an important role in the growth and success of a business. Customers that are happy with your service are a primary source of repeat business and usually represent the most approachable prospects for new and additional products and services as well.
Through our statistically sound measurement approach, coupled with expert levels of analysis, Call Insight can help you understand the views of your customer base. And, because we arrive at our findings by speaking directly to customers, we are able to deliver much more than a standard Net Promoter Score. (The NPS approach measures how likely a customer would be to recommend a company or service to a member of their family or a work colleague, rating their opinion on a scale of 0 to 10, with 10 being good.)
At Call Insight, we carry out customer surveys, and produce granular detail regarding what customers are saying about any business’s products or services.
Once the surveys have been completed we analyse the customer feedback to determine the reasons that customers would, or would not, recommend a company to a friend or colleague. Our findings are conveyed to our partners through detailed reporting, thus allowing them the opportunity to adapt their approach and or service and align it with their customers needs.