Recently, we introduced the CustomerGauge Digital Signage, a tool that narrowcasts customer feedback within the organisation, and which has become a focal point for staff collaboration.
This has proven to be a real driver of internal excitement for businesses as the voice of the customer finds a permanent place inside the organisation. But at a time when up to 80 percent of potential buyers agree with the idea that online reviews influence their purchase decisions, if you want to share positive feedback with people outside the organisation, you don’t need an intranet notice, or an internal memo.
You need a megaphone.
The CustomerGauge Testimonial Sharer is a tool that enables you to publish selected customer testimonials on your website, in-store or elsewhere, with just one line of code. Unlike the Digital Signage, the Testimonial Sharer does not narrowcast, but can be used to broadcast testimonials to potentially hundreds, thousands, or even millions of leads.
How to use it
Because it is customisable, there is a wide range of possible uses for the Testimonial Sharer. It can potentially be used to share:
- Select positive customer feedback on a public website or in a public physical location such as a shop floor.
- Unfiltered or partially filtered comments with registered users.
- Full comments and details on an intranet.
- Can be shared via URL or by adding an iframe to your site HTML.
- Can be customised to fit in with the look and feel of your website, including font, colour, border, and other style options.
- Looks equally attractive on desktop, mobile, and across operating systems, which is increasingly important as more and more shoppers start their purchase journey on their mobile device.
- Can create multiple versions, which means different testimonials can be displayed on different product pages or brand websites.
- Comments can be approved individually, filtered by score so that only Promoter feedback is shown, or filtered by location, store, or language to make sure people see only relevant recommendations..
- Scores can be displayed by number, with a star rating, or hidden altogether.
- Dates and other segmentation data can be displayed or hidden as required.
Do you have customer feedback that you’re proud of? If you are already a CustomerGauge user, speak to your client operations professional about introducing the Testimonial Sharer to your marketing arsenal. If you are new to CustomerGauge, please contact email@example.com.
Note: This case study for Dörken MKS Systems is the second in a series of German-language cases. For the English version, click here: Dörken MKS Systems: How a technically focused business started a systematic approach to Net Promoter with CustomerGauge
Dies ist die zweite, in einer Serie von deutschsprachigen CustomerGauge Fallstudien.
Klicken Sie hier um die erste Fallstudie zu lesen:
Melitta: Kaffee und Kundenservice – eine erstklassige Mischung?
Dörken MKS Systeme produziert und konfiguriert unter dem Markennamen DELTA-MKS® Korrosionsschutzsysteme für die Automobil-, Windkraft-, Bau- und Schifffahrtsindustrie. Das Net Promoter® Projekt wurde in 2011 in Kooperation mit CustomerGauge gestartet.
Das in Herdecke ansässige und Niederlassungen in den USA, Südamerika, China, Korea und Japan unterhaltende Unternehmen machte sich neben seinen Korrosionsschutzprodukten zudem einen Namen mit einem hochwertigen technischen Service und bietet darüber hinaus Produkte an, die komplexen Normen und Spezifikationen gerecht werden.
Das NPS Projekt wurde eingeführt um einen neutralen Einblick in das Kundensentiment zu erhalten. Die Ergebnisse haben diese Erwartungen übertroffen, da viel nützliches Feedback gewonnen und ausgezeichnete Ergebnisse erzielt wurden. Dörken MKS, das innerhalb seiner Branche ohnehin bereits als führend im Bereich Kundenservice gilt wurde Ende 2011 als Best Professional Supplier in der Kategorie „Roh- und Halbfertigprodukte“ ausgezeichnet.
Die Dörken Projektleiterin kommentiert: „Das Echo innerhalb des Unternehmens war großartig und die Leute waren sehr neugierig darauf zu erfahren, was ihre Kunden zu sagen haben.“
Es freut uns ein technikfokussiert Unternehmen wie Dörken MKS mit hervorragendem Kundenservice zu unseren Kunden zählen zu dürfen.
Imagine if you had a tool that was a driver of creating a customer-focused workplace culture, that helped staff quickly identify what needed to change, and which did so with neutral, authentic voice – the voice of the customer.
CustomerGauge’s Digital Signage is designed to meet these goals, by “narrowcasting” customer feedback and other selected information across any screen in the organisation simply by sharing a URL.
Where once impromptu conversations may have taken place around the watercooler, they can now be inspired by listening to the “Ultimate CEO” of the company – its customers.
Digital Signage Benefits
Having the Voice of the Customer permanently visible in the organisation means:
- A new focal point for staff collaboration.
- No need to guess what customers are thinking – it’s clearly spelled out where everyone can see.
- Staff have access to the intelligence they need to make incremental, bottom up change based on a neutral, outside voice.
- There is automatic recognition for work well done and automatic notice when there is an issue.
- There is a new level of transparency for the organisation as staff from the top down have access to the voice of its customers.
- Flexible configuration means you can show (or not) Net Promoter Scores and score trends, scores by country, comment carousel, firefighting, word clouds, static images, and much more.
- You can create and edit as many versions of the Digital Signage as you like (one for each office if you wish)
- If security is required, an IP white list can be set.
If you are CustomerGauge user interested in finding out more about the tool, please contact your client operations professional. If you do not yet use CustomerGauge, please get in touch with us at firstname.lastname@example.org
“I don’t know if anybody’s ever told you that half the time, this business comes down to ‘I don’t like that guy.’” Roger Sterling, Mad Men.
As any fan of Mad Men will know, in the agency world client-agency relationships can be unpredictable.
So one might imagine that Net Promoter® would be a popular industry metric to benchmark performance, increase retention and drive word-of-mouth buzz. After all, these are things it is being used for in a number of other industries globally.
Yet despite this potential very few agencies are using Net Promoter. And even less are doing so publicly.
But one CustomerGauge client – a digital and innovation agency headquartered in the UK called Volume – is pioneering use of the metric in an agency setting to gather feedback from its relatively small number of B2B clients, and seeing a number of benefits as a result.
An agency that aims to be world class in everything it does, Volume maintained relatively long-lasting client relationships even prior to implementing its Net Promoter program. Due to this, the agency knew it was doing a lot of the right things.
But the agency lacked an objective way to measure the strength of these relationships, and independent evidence of what it was doing right and what it could improve on.
Surveying with CustomerGauge
Using CustomerGauge to survey customers has a number of advantages for Volume that a DIY survey lacks.
The CustomerGauge dashboard delivers real-time feedback direct to the fingertips of key decision-makers in the organisation via a Twitter-like feed, which means that the organisation is being drip-fed the information it needs to know about what it is doing right and what it can improve on.
Perhaps because of the strength of its relationships, the quality of feedback and level of engagement given by Volume’s clients is among the highest we’ve seen in terms of specific information and actionable insights. Some of Volume‘s Net Promoter survey responses are so detailed they even commend individual staff members by name for a particularly outstanding effort.
Finally, as a third party independent platform, using CustomerGauge to gather feedback ensures that the responses are collected consistently and feedback and scores measured neutrally.
Benefits of Net Promoter
The agency is seeing a number of benefits from its Net Promoter program, including:
- Authoritative, transparent, and objective feedback it can take into client reviews.
- The ability to measure the performance of all departments in the business, as opposed to client-facing roles that are more often the focus of internal surveys.
- A recognised marketing tool that the agency can take into pitches, and external evidence to support agency awards entries.
- The ability to independently verify which people to put on which accounts, and a voice in the agency’s internal recognition program, which helps to enhance people’s careers based on outside, unbiased evidence.
The agency is seeing a number of benefits from Net Promoter, but of course embedding a Net Promoter program within the organisation does not come without challenges.
Net Promoter enthusiasts will know that once an organisation embraces the Net Promoter philosophy and makes it a part of the culture, there is little place to hide.
Now that the organisation has made Net Promoter a metric to measure its client loyalty, the organisation must continue to deliver the world-class work it is creating at the moment just to maintain its score – and improve to get a higher score. This is a challenge, but as Volume Chief Executive Chris Sykes notes, is “something our clients will no doubt be happy to hear.”
Volume’s current NPS stands at about +60 – a high score for any sector but particularly impressive in the competitive creative industry.
But more important than the score, Volume’s experience shows that despite a reluctance (or lack of awareness) on the part of most industry players, agency relationships don’t need to live and die according to Roger Sterling’s cynical view.
With the right software tools and willingness to embrace the philosophy from the top of the organisation down, Net Promoter can deliver actionable feedback into the agency organisation, provide supporting information for pitches and awards entries, and give the agency an added marketing tool that is widely recognised (and used!) by client-side businesses globally.
Read the full press release: Volume turns up Voice of Customer in agency land
Update May 1: Registrations are now closed.
Update April 29: Registration for the Denmark Net Promoter Round Table closes at 17:00 CEST on Wednesday, May 1.
Opmærksomhed til Danske virksomheder!
If you can read the above sentence, you will be interested in this announcement: SimCorp – a CustomerGauge user in Denmark – will be hosting a Denmark Net Promoter® Round Table on Friday May 3!
The Round Table will be sponsored by CustomerGauge, and attended by leading Danish and international businesses including Nilfisk, YouSee, and Softcom. Discussion will be open format, with attendees invited to share their Net Promoter insights and experiences.
If your business is running a Net Promoter program in Denmark, this is a great opportunity to network with customer experience professionals and exchange Net Promoter best practices.
What you can expect
- Discussion on Net Promoter best practices
- Net Promoter in the Danish market
- The latest CustomerGauge features
- The opportunity to network with customer experience professionals from leading companies in the market.
Friday, May 3, 10:00-13:00
The event is FREE.
Note to our non German-speaking readers: This is a short announcement to let our German audience know that we have translated case studies available. Regular updates to continue soon!
CustomerGauge ist ein Kundenbefragungs-System, dass die Kundenloyalität misst. Es lässt sich einfach und problemlos implementieren und liefert wichtige Kunden Insights, die Ihrer Firma helfen, kundenorientierte Entscheidungen zu treffen. Wir helfen sowohl deutschen wie auch internationalen, marktführenden Unternehmen wie Philips, Dulux, Vodafone, Melitta, Dörken MKS Systems, und Bavaria Film um Kundenloyalität automatisiert zu messen und in Echtzeit im Web-Frontend bereit zu stellen. Damit ermöglichen wir Ihnen, Ihre Bemühungen zu priorisieren und Maßnahmen entsprechend einzuleiten.
CustomerGauge freut sich, die Veröffentlichung deutschsprachiger Fallstudien bekannt zu geben.
Unsere erste Fallstudie ist Melitta, ein Unternehmen aus Minden, das seit 100 Jahren Haushaltsmarkenprodukte produziert. Diese Fallstudie gibt eine detaillierte Beschreibung wie dieser Hersteller, zusammen mit CustomerGauge und deren Partner j/s/w Consulting, das Net Promoter Programm für den Kundenservice eingeführt hat. Das Hauptaugenmerk liegt auf der automatisierten API Verknüpfung mit dem telefonischen Kundendienst und dem CustomerGauge System. Durch die API Verknüpfung (CustomerGauge Application Programming Interface) werden die Daten unmittelbar nach dem Kundenkontakt an CustomerGauge übermittelt und von CustomerGauge sofort versendet, was in einer Response Rate von erstaunlichen 60% mündet.
Erstergebnisse haben mit einem 50+ NPS alle Erwartungen übertroffen.
Kundendienstkoordinator Christoph Sundermeier kommentiert: „Es ist relativ leicht, die Kundenpflege so weit voranzubringen, dass die Kunden mit dem gebotenen Service zufrieden sind. Ganz anders sieht es aber aus, wenn man ein Niveau erreicht, bei dem die Kunden zu aktiven Promotern werden. Gerade deshalb freuen wir uns ganz besonders über die ersten Ergebnisse.“
Als Kaffee-Liebhaber sind wir begeistert einen Kunden zu haben, der nicht nur ausgezeichneten Kundendienst, sondern auch hervorragende Kaffeevollautomaten anbietet. Nebenbei bemerkt ist unsere Client Operations Managerin eine wahre Kaffeekennerin und empfehlt die Melitta Kaffeevollautomaten wärmstens. Das ist Lob von höchster Stelle!
In addition to global lingua francas such as Hindi, Portugese, Spanish, and Chinese, CustomerGauge is pleased to announce that Mohammed Y. Naghi & Brothers Group has become the first CustomerGauge client to launch a Net Promoter® survey in Arabic.
The news is significant to CustomerGauge users because the system now has the ability to send Net Promoter surveys in over thirty languages. As well as increased language capabilities on the survey side, the platform itself is available in English, German, Dutch, Spanish, French, and Chinese.
Employee NPS survey to gather feedback across the Middle East
What is also interesting for Net Promoter aficionados is that the consumer goods to foodstuffs distribution business is surveying employee satisfaction with the platform’s eNPS (employee Net Promoter) survey tool.
After choosing the CustomerGauge eNPS tool due to its anonymous feedback and reporting functionalities (built-in to protect the privacy of individual employees), the business is now rolling out the survey to more than 3,000 staff across the Middle East.
The eNPS surveys will be sent out twice a year by email (including mobile-optimised email surveys), SMS and a survey on the company website, and is the first step in a larger Net Promoter program that will see the business use the CustomerGauge platform to survey end customers in Arabic and English across the Middle East.
The Arabic capability brings the CustomerGauge platform one step closer to the goal of being able to send surveys in any language and market and deliver feedback in real-time.
Read the full press release: CustomerGauge launches first Net Promoter survey in Arabic
.ونحن سعداء أن نعلن مجموعة محمد ناغي وإخوانه أصبحت أول عميل لشركة محمد يوسف ناغي و أخوانه لإطلاق شبكة الترويج مؤشر رضا
العميل المسح المسح باللغة العربية
من السلع الاستهلاكية إلى المواد الغذائية وأعمال التوزيع يستخدم لنا (موظف صافي المروج) لأداة المسح لمسح أكثر من ٣٠٠٠ موظفا في أسواقها في الشرق الأوسط. فاختارت أداة لنا بسبب ردود الفعل إلى المجهولة ووظائف والتقارير التي هي مدمجة لحماية خصوصية المستخدمين الأفراد العاملين. سيتم إرسال المسوحات مرتين في السنة عن طريق البريد الإلكتروني (بما في ذلك المسوحات البريد الإلكتروني المتحرك الأمثل)، والرسائل القصيرة، ومسح على موقع الشركة، وتعد الخطوة الأولى في شبكة برنامج المروج الأكبر التي ستشهد استخدام التجاري لمنصة مسح العميل النهائي باللغتين العربية والإنجليزية في جميع أنحاء الشرق الأوسط
This post is a follow up to one of our most popular posts: Boost your Net Promoter Survey response to 60%+.
Customer survey rockstars know a lot about how to maximise Net Promoter® survey response rates. They understand the importance of mobile-optimised surveys. They send relevant, well- timed, and appropriately-worded emails. And they set expectations with clients (and customers).
But another factor that has the potential to significantly affect survey responses, especially for B2C businesses that tend to send surveys to personal email accounts, is Email clients.
Curious to see if there was a difference in how users of Gmail, Hotmail, Ymail, and other email clients respond Net Promoter surveys, we analysed 400,000 records from Europe, North America, and Brazil across five CustomerGauge clients from Q1 of 2013.
And this is what we found…..
Microsoft is the most popular email client among B2C customers…..
Microsoft (Hotmail, Live, Outlook, etc) accounted for more than a quarter of all emails that were sent by our clients in Q1 of 2013. Google (Gmail, googlemail) came in a distant second at 14% and Yahoo! at just over 9%. Over 50% of emails sent went to five domains, namely Microsoft, Google, Yahoo, AOL, and GMX.
…but Microsoft gets only 54% of the response rate that Google receives…
There is a distinct correlation between email client and Net Promoter survey response rates. While it may be the most popular email client for customers, Microsoft delivers only 54% of the response rate of Google and retains a significantly lower response rate than all other email clients except AOL.
You will note that “All Others” has a similar response rate to Gmail – it appears that if people give you their work address it is because they are open to communicating.
…Microsoft’s lower response rate is not because of a high bounce rate.
A factor that may affect responses is bounce rates. But our findings show that although Microsoft accounts do indeed return a higher bounce rate than other domains, it is less than one percent higher than Google and less than half a percent higher than Yahoo and “Others.“
So what does it all mean?
Our research shows:
- If your business has a high level of Google and/or “Other” email contacts in your database, you will receive a higher response rate to your surveys.
- If your contact list includes a lot of Microsoft and/or AOL addresses, you will receive a lower response.
It is not completely clear is exactly why this is the case. Anecdotal evidence says that Microsoft accounts tend to be checked less frequently, or used as secondary accounts, but we have to be hesitant to draw firm conclusions without the appropriate evidence.
Likewise, our research does not measure variations across different markets – so if you operate in a market that has a significantly different mix of email clients, our findings may not be relevant to your situation.
Nonetheless, if your database has a high percentage of Microsoft and/or AOL accounts, we suggest being particularly diligent in communicating to customers any benefits they may receive by being contactable at that address, and possibly asking for email confirmation to ensure that the customer checks that account.
Would you like to know more?
In the interests of enabling businesses to drive higher response rates for their own surveys, we are happy to share more information about these statistics.
If you leave your details below, we will send you an anonymised email response presentation, including:
- Sample size
- Spread across clients
- Data contribution by email clients
- Response rate per email clients
- Bonus stats on email opens by device and mobile trends
Apple, American Express, [Your business here]: Do you want to operate a world class Net Promoter Program?
Learn how to make your business a customer service leader with our Webinar: Six ways to operate a world class NPS program.
The webinar was hosted by Michel Falcon, Principal of Falcon Consulting and CustomerGauge’s partner in Canada, and moderated by Adam Dorrell, CEO of CustomerGauge.
About Michel Falcon
A native of Vancouver, Michel was previously a part of the respected customer experience team from 1-800-GOT-JUNK?, where he led the organisation’s Net Promoter system. Besides championing improved customer experience for Canadian businesses, he regularly speaks at customer service conferences and contributes to online and print publications. Read more about Michel here.
Presentation highlights: Six ways to operate a world class NPS program
Tip 1: Create initiatives to increase the good and decrease the bad
Too often businesses gather feedback and let it sit in what Michel calls a “virtual storage unit.” Understand what you’re doing well, and repeat that across the enterprise. On the flipside, also understand what you’re doing badly, and although there may be a temptation to take it personally, instead use it as an opportunity to make operational improvements.
Tip 2: Share, Share Share!
Educate everyone across the organisation about Net Promoter. This is where Net Promoter is handy – its simplicity means it can be understood by everyone from the CEO to frontline employees.
Tip 3: The score is for the scoreboard, and the comments are for the playbook.
Too often organisations spend too much time obsessing over their score, but the true value is gaining insights from feedback, and keeping an eye on the score over time. Take the data and make your company more intelligent.
Tip 4: Embed NPS into the DNA of the organisation.
The simplicity of Net Promoter as a system means that even a few hours to educate new employees on its benefits can go a long way in shaping the culture for the organisation.
Tip 5: Practice patience
Michel suggests listening to feedback for a minimum of three months before implementing customer-driven change. Improving customer experiences is a long term commitment, not an overnight project.
Tip 6: Understand the ROI to stay motivated
Customer experience drives organic growth two ways; through Customer Lifetime Value (repeat purchases) and Customer Network Value (referrals).
No IT system is an island. Most enterprise systems have ways of getting data in and out – some easier than others. But at CustomerGauge, we are proud of our track record in integrating with all sorts of diverse systems from mainframes to PC servers.
We have interfaced with Salesforce.com, SAP.CRM, Siebel, DigitalRiver, Magento to name a few.
Part of our ability to do this is our publicly documented and available API (Application Programming Interface) system. For those that wouldn’t know an API from your BMI, an API is an “application program interface” – it allows CustomerGauge to automatically send and retrieve data to and from any external system. And we’re proud to announce new upgrades to our set of APIs for CustomerGauge 3.0.
The updates extend the previous API system (2.0) to simply and quickly get data in and out of nearly any external system.
For the new 3.0 API, we use well known interfaces, and several standard ‘methods’. The APIs are REST-based. You can use them with XML or JSON input/output. Files can be “POSTed” to the API for improved security.
We now follow a “CRUD” scheme – you can Create, Retrieve, Update and Delete records as needed. You can read all about the differences and new capabilities on the CustomerGauge Support Site.