What is Customer Experience?
Customer Experience is programme of activity within an organisation that gathers customer insight so that senior leadership can understand what their customers experience when they interact with their organisation i.e what it really feels like to be their customer. This insight is then used to continuously improve that experience for customers and ultimately drive a culture of customer centricity with the organisation.
What is involved in a Customer Experience Programme?
Customer Experience programmes usually includes a survey phase to gather customer insights and a data analytics phase to turn the insights into a compelling series of arguments for change. However, the success factors for any Customer Experience programme does not depend on these two phases – the leadership and organisational onboarding (presurvey) and the insights to action (post findings) are the most critical phases of any Customer Experience Programme.
What does Customer Centricity mean?
Customer Centricity is an organisation’s willingness and ability to focus all aspects of running their business around what their customers are saying they need. Don’t all companies do this? – No most companies design products, solutions, process and practice around what they think their customers need – rather than listening to, and actioning on, what their customers are saying they need
What does NPS mean?
Net Promotor Score. It is a very popular method of measuring customer satisfaction by asking customers if they would recommend you in the marketplace. The question is usually of the phrasing ‘How likely are you to recommend our company to a friend/relative/colleague’ and is asked on a 0 to 10 scale. Respondents are divided into 3 different groups depending on how they score. 0-6 are classified as ‘Detractors’ 7-8 are classified as ‘Passive’ 9-10 are classified as ‘Promotors’ NPS is calculated by subtracting the percentage of respondents who are detractors from the percentage of respondents who are promotors i.e. NPS= % Promotors - % Detractors The result can be anywhere from -100 to +100
How is NPS calculated?
NPS= % Promotors - % Detractors The result can be anywhere from -100 to +100 Method The following question is asked to customers: ‘On a scale of 0-10, How likely are you to recommend our company to a friend/relative/colleague’ Respondents are divided into 3 different groups depending on how they score. 0-6 are classified as ‘Detractors’ 7-8 are classified as ‘Passive’ 9-10 are classified as ‘Promotors’ NPS is calculated by subtracting the percentage of respondents who are detractors from the percentage of respondents who are promotors i.e. Example Out of 200 respondents the results are as follows 90 gave a score between 0 and 6 (Detractors) 46 gave a score of either 7 or 8 (Passive) 64 gave a score of either 9 or 10 (Promotors) NPS = 32% - 45% NPS = -13 NPS calculation ignores the percentage of respondents who gave 7-8
What is Customer Satisfaction?
Satisfaction is “the feeling of pleasure that you get when you achieve or obtain something that you want”. Customer Satisfaction has become a generic term that refers to any measure or metrics that helps an organisation understand the level of satisfaction their customers feel after interacting with their organisation.
How do you measure customer satisfaction?
There is no one answer on how to measure customer satisfaction, it depends on who your customer is and what interaction they have had with your organisation. Deep-Insight specialises in the B2B space where Customer Satisfaction is important for measuring individual transactions but for understand the complex nature of these customer relationships its important to go deeper – much deeper. Our Customer Relationship Quality (CRQ™) methodology is designed for just this.