Explanation:
Example 1: the numeric NPS response
Everyone loves a handy dandy NPS survey. They give you an easy glimpse into how your customers are thinking about your brand or your business, and quantify just how happy they are with your services.
But, not all NPS surveys or responses are created equal.
Let’s say your business sends out an NPS survey to a random sample of customers. Of that sample, 65% are promoters (and gave you a 9-10 rating), 25% are neutral (a 7-8 rating), and 10% are detractors (a 0-6 rating). Of that sample, only a handful of the promoters wrote feedback about why they picked the score they did. The rest simply clicked a number and then went about their day.
Where do you go from here? How can you convert those neutral customers into promoters, and raise the bar for the detractors to bring them closer to your ideal score without written feedback?
NPS is helpful, but only when it gives you a clear picture of what your customer was thinking and provides tangible feedback you can incorporate into your organization.
Example 2: a “yes” or “no” response to an FCR survey
Now, let’s say every time a customer creates a Support ticket, your organization sends an automated First Contact Resolution survey once the ticket is closed.
Most often, a FCR survey is just one question – Were we able to help you resolve your issue? – with a simple “yes” or “no” response.
Receiving a “yes” is, of course, great – it means your agents were able to help your customer get to the bottom of their issue and helped make their day a little better. Receiving a “no,” on the other hand, is the exact opposite; it means your agents weren’t able to successfully meet the needs of your customer, and they’ve been left frustrated by the experience, with their issue still unresolved.
So what happens after a “no”?
Depending on what you use to capture FCR. it could be nothing. “No” responses are simply filed away in a folder, maybe you ping your agents to get more context on the particular issue, and everyone pretends it didn’t happen.
If you want to turn those “no” responses into actionable customer feedback, however, it’s crucial to have tools for your business like Service Recovery.
With Service Recovery, you have the ability to flag any “no” responses and fire off a follow-up survey to your customer, get more clarity from them on how you missed the mark, and dig in deeper to resolve their issue.
Plus, you get the added benefit of being able to re-survey your customers, which means even more insight for your team on the value of being able to circle back on negative FCR responses.
Win, win, and win.
