Agenda (60 minutes, recording available) Review new survey options Review Net Promoter Score (NPS)...
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Transcript of Agenda (60 minutes, recording available) Review new survey options Review Net Promoter Score (NPS)...
SURVEY DASHBOARDS AND NPS
Agenda (60 minutes, recording available)
Review new survey options Review Net Promoter Score (NPS)
concept Dashboard overview
“Raise hand” with questions
ADDITIONAL SURVEYS
109 – Closed call Survey 220 – Supply Orders Invoiced 271 – Employee Survey 312 – Equipment Install Survey 373 – Executive Survey 379 – Site Survey
NEW SURVEY OPTIONS
Match Signature Block Links etc
Route to management Tech, Manager, Sales, Manager, ALL/Selected
Auto Respond to Opt Out email 835 responses, 4.4% (35) 3 actual
Add VCF card Show/update meter contact
WHY NPS “BEST SERVICE”
Every copier sales guy out there says “we have the best service” and guess what, they say the same thing once they move to your competitor! Showing that you have a documented system in place for measuring and tracking customer satisfaction will set you miles apart.
Same Model, Same Service, PRICE
THE MISSING NUMBER
Most of you know that if you decrease car stock that your 1st call fix rate will drop and it's a trade off you manage.
The missing number in the equation is what happens to your customer satisfaction level.
Could service rates increase if top level service was demonstrated
THE ULTIMATE QUESTION BY FRED REICHHELD
Profits fall into two categories, good profits and bad profitsBad profits come from charges like late fees, additional baggage charges, or when sales reps push overpriced or inappropriate products to trusting customers. Good profits are when a company so delights its customers that they not only willingly come back for more, but tell their friends and colleagues. Good profits are needed for continued growth and have a dramatic impact on long term revenues
MEASURING CUSTOMER SATISFACTION When we ask how happy are your
clients, most CEOs have no idea, no measurement. 10 customers
4 Love you3 On the fence3 Don’t like you
NPS 40%-30% 10
UNDERSTANDING NET PROMOTER SCORE Google it Gaining traction NPS number like profit NPS
Last Month Last Year By Tech By Model
Not known for low price but high service