We use three different types of customer feedback surveys: NPS, CES and experience surveys to gather customer feedback. Maybe you got a notification email. Here is how to deal with them.
Your most unhappy customers are your greatest source of learning. Bill Gates
What are NPS, CES and Experience Surveys
If you want to learn more about the background of these survey types, here is a Hubspot article and another one on NPS scores.
- NPS = Net promoter score is a measure on overall customer loyalty and happiness.
- CES = Customer effort score is a measure about how easy it was to get support for a customer. Customers give this feedback 1h after a support ticket was closed.
- Experience surveys ask the customer about how happy she is with some specific thing (3 smiley faces)
NPS Email Question:
CES Email Question:
What do I need to do if I get a notification email about low scores
Low CES
- If the score is 1-3, then somebody should follow up with the customer. This can be the ticket owner or the company/contact owner. Sometimes it is good to have a change in conversation partner, after being not satisfied with a support agent. Sometimes it is appropriate if a team lead or somebody from the management team reaches out.
- If the score is 4-5 (neutral), then you should consider to contact the customer, but at least discuss with the support agent what went wrong in the case.
Low NPS
- Low NPS scores directly send a follow up email two days after submission of the score and offer a phone call with one of Max, Armin, Basil, Leo, or Julian.
- Make sure to read up on the customers history, have a look at drone meta data, purchase history, sync with responsible company owner or Leo, ...
- Read the NPS comment if there is one
- Make sure to differentiate between detractors (score 0-6) and neutrals (score 7-8). Neutrals will typically not need expensive action items.
- Try to fully understand the case and source of dissatisfaction
- Think about how you can turn this customer around into an advocate, some ideas are listed below
- Generally, we should not be afraid to spend also a bit of money. Just be aware that many sales reps from distributors will just try to get something for free, even though they are not that unhappy.
What is an appropriate measure to rectify this?
Think what happens if you are in a restaurant and the waiter forgets your order... but returns with a voucher for two free drinks and says sorry in an authentic way. All of a sudden, a negative experience becomes a positive one. Every fuck up is a chance. What could be your voucher?
- Listen to the person and acknowledge the problem
- Give an honest apology
- Explain our position or underlying causes
- Be transparent and provide more data
- Update them on our development roadmap
- Commit to taking the issue to our development roadmap
- Fixing a still open technical issue
- Free replacement parts
- A visit
- Credit note on a future purchase
- Go there to train the person for free
- Visit a customer with them
- Free parts, batteries, hardcase
- Agree to hibernate the relationship until we fix the problem. Then send them a free drone they can test during 2 months. If the issue is fixed to their satisfaction, they purchase the drone at demo unit price and resume the relationship.
- A free drone
If you want to spend more than a pair of batteries, get approval from your team lead or coordinate with Leo to be sure to have the full sales context.
Adding a Person to the Pool of Low NPS Owners
- Make them sales or service pro
- Setup a meeting link
- Make sure they have a signature (in their profile) including their title
- Modify the assignment workflow
- Make sure they know this article