Customer Voice

Measure how customers feel after each order they have placed with you and keep track of the evolution so that you can act accordingly towards unhappy customers before they leave you.

Net Promoter Score (NPS)

is a metric that reveals how many customers are willing to recommend a product or service to other people. This is one of the most important KPIs a business should track since it gives a direct insight into customer satisfaction and brand loyalty.

The Net Promoter Score is obtained by asking customers the following question after each order places: “On a scale of zero to ten, how likely are you to recommend our business to a friend or colleague?”

REVEAL automatically launches NPS surveys and calculates and displays the following information:

  • The general NPS score of all customers;
  • The NPS scores by RFM customer segment;

This will provide insights into whether an online business has more:

  • Promoters (scores between 9-10)
  • Passives (scores between 7 – 8)
  • Detractors (scores between 0 – 6)

Having a high number of detractors is a strong indicator of unhappy customers which will be churning in the nearest future.

A healthy and desirable NPS trend would be to see more promoters among your customers who are more passive. If you’re not seeing that, then perhaps some of your long-term customers may be at risk of churning (leaving you) which requires for you to look into what’s going wrong in their customer experience.

REVEAL will analyze your NPS scores, which will give you a better understanding on why your detractors are at the risk of leaving you, what’s keeping your passives from recommending your store and products further, and why your promoters love you.

Find the common pattern among your passives and begin to work towards resolving those pain points, so you can turn the passives to promoters. As for your detractors, focus on your “high” detractors (e.g. rating 4-6) and work on moving them up at least to the passive group.

Lastly, do not forget about your promoters. Understand why they love your business and make sure they, and others, continue to receive that same experience.

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