Net Promoter Score Measuring customer satisfaction
You conduct regular surveys to evaluate satisfaction and increase your customers’ loyalty. With BSI, you can implement fully integrated surveys, without regard to the performance indicators you want to measure: your NPS, SCAR, or CES. This feature ensures that you will always keep an eye on the most significant KPIs and can derive targeted activities from potential opportunities and possible risks.
Full integration BSI – the all-in-one solution
Implement fully integrated NPS surveys with BSI. Determine the right channel instantly and send your customers a survey by either e-mail, text message, or app push notification, as needed. Your customers can then rate their willingness to recommend your business directly on the selected channel, without being taken to an external landing page.
Continuous and automatic A survey as part of the customer journey
With BSI, your customer surveys no longer need a start date or end date. Instead, they are incorporated into the customer journey. All you need to do is define once which actions you would like to survey your customers on, and BSI will do the rest for you. It sends out your surveys automatically and continues to enrich your data in the process.
NPS, CSAT, and CES One software for all scores
Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), or Customer Effort Score (CES) – there are many ways to measure customer satisfaction. You do not have to decide immediately on the right KPI for your business goals. The survey is integrated into BSI and can calculate the score of your choice at any time.
Real time The right time for a survey
Surveys are sent automatically, but not everyone gets them – only selected customers. You only define once in BSI how often you would like to send them. The sending of your survey is triggered by a specific customer journey situation, such as the moment when a particular customer reaches out to you.
Everything at a glance A data-enhanced 360° customer view
BSI gives you a 360° view of all your customer data. While it continues to enhance the view with all feedback from customer surveys, it also recommends the next best action on the customer journey right away – that is the significant advantage of a fully integrated CRM solution.
Why you ought to measure customer satisfaction
Here is an example:
Your customer bought a product from you but returned it later. You would like to know why, and BSI helps you find out: The complaint process is integrated into the system, which automatically sends an online survey to your customer two days after you receive the returned product. Along with the invitation to take the survey, BSI incidentally sends a personalized message confirming the receipt of the return.
The approach works, and your customer takes the survey. Unfortunately, she is unhappy, and your NPS score is a 3. In this scenario, immediate action is needed: BSI forwards the information to the account manager and, based on the customer’s history, recommends a phone call as the next best action. A personal conversation will undoubtedly facilitate finding a suitable replacement for the return, and the NPS can be improved.
We suggest you do not merely accept low customer satisfaction scores – seize the opportunity. BSI will show you how.
Turn your NPS into the next best action
Sales, marketing, and customer service and account managers can view all reports and data related to their customers in the BSI solution. This data includes all feedback collected through customer surveys and the relevant customer satisfaction KPIs.
How loyal are your customers? Do they recommend you to others? Regardless of whether the answers are positive or negative – make sure your NPS survey results do not become dead data you do not use. Instead, they ought to trigger actions and show you how to deal with promoters, detractors, and passives.
In addition to doing this for you, an integrated software solution will also provide the foundation for the next best action decisions. It will advise you, for example, if a thank-you e-mail is sufficient, or if an upselling opportunity exists, or if the customer is unhappy and triggers your complaint management with his/her NPS. The result is that you are letting your customer know that his/her actions and responses have triggered something in your company. This is what a customer-centric journey looks like. And it’s easy to implement with BSI.
Related Capabilities
BSI knows your business
Whether sales, marketing or service: you can put our two million code lines and promising solutions together with equal ease – through uncompromising technology, a highly flexible data model and a captivating user experience.
Marketing
Set up trigger-based, highly personalized customer journeys within 15 minutes with BSI. They help you provide an unforgettable experience and maximize your business success.
Sales
BSI offers a central, virtual advisor workstation with access to all relevant customer information. This improves the chances of a successful business conclusion.
Service
BSI’s guided processes enable more efficient handling of customer issues. This saves you time and money in the long term, and makes your customers happy.
Operations
BSI provides you with powerful analytics, clearly arranged reporting dashboards and the possibility of data-based challenges to your decisions. BSI is your direct access to business intelligence.
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