By far the most popular measurement for brand loyalty and satisfaction, Net Promoter Score, has been widely adopted with more than two thirds of Fortune 1000 companies using the metric. NPS works well at letting you track how your customers are feeling towards your brand. However, our clients share the head-scratch of many other businesses who use NPS, that next level of information… where in my customer journey are the big changes in NPS happening? And why are they happening? This is the important information that tells you where to invest your budget to optimise your customer experience and make decisions that drive towards your objectives.
We recently developed a software called CeeJay which captures your customer’s feedback as they navigate your website, measuring their experience and making it easy to see what's working (and what’s not) along the customer journey. It gives you a comprehensive analysis of your customer’s satisfaction through-out the online customer journey.
Ultimately, it’s about knowing how to use information like NPS to optimise your customer journey. Having some way to track customer’s feedback as they experience your product or service is the aim of the game!
If you want to know more about CeeJay get in touch with us today.