Seen at Heathrow Airport T4. “Connect 2 Work – Staff Bus Service. If you should have any comments regarding this service please call 020 874 56261″

I bet no one dares call. Or if they do politely complain, you can bet the answer would “Tough! You can wait luv!”.

Lessons: 1. Invite people to call, don’t intimidate them! Also, make it so they can email or write – or SMS (getting popular now I think). A staff service is somewhat captive audience, so customers probably feel vulnerable anyway. 2. Who is at the end of the line? Tell people where your comments will go.

CustomerGauge helps you by reviewing customer comments, and helping you organise them by assigning “reasons” why each customer was unhappy (or satisfied). The result is a “Voice of Customer” neatly organised.

Today, we released the latest version of our Customer Feedback Organiser which allows clients to assign up to 15 reasons in each of 5 stages of the sales cycle. Each of these can have the additional segmentation of “Negative/Positive/Neutral”. This gives 75 possible buckets for categorising customer feedback. Examples could be: “Call Centre Negative experience in Post Sales” or “Web Content/Navigation Positive Experience in Pre-Purchase”.

These are very specific reasons and reporting can be too granular, so we also give a method of sorting these by category. We recommend that clients define 5 or 6 categories that all the reasons fit into, so reporting can be done at a higher level (example: “Reasons for comments: Web 15%, Logistics 20%, Call Centre 37%…etc”). Each feedback can have as many reasons checked as needed, and graphs are provided to show actual distribution and trends of reasons.

An administration tool is available so that the Client super-user can add/delete/edit reasons as needed. Please contact us if you would like more details.

Directness BV has a new address. We moved the company and the CustomerGauge development team to a 100 year old canal house.

Lauriergracht 91
Amsterdam 1016RJ
+31 203 312425

Net Promoter Score on the move:

• Moving company M+M Verhuizers: Strong “Recommend”
• KPN: “Avoid!” (although of course as a virtual monopoly we have no choice). Phones/Internet did not work for 2 days. Nice engineer came today to connect up the cables in the street box after Camilla worked over customer service (their first response: “We’ll get to you in 10 days…”) Doh!

All you need to know about the Net Promoter Score® – in cartoon strip format. As keen evangelists of Fred Reichheld’s work, we found ourselves explaining the concept behind Net Promoter so many times that we thought it would be fun to put into a comic format. Seems to be quite popular so we put it on the site as a free PDF download (1.3Mb).

We hope you like it.

Also available in German, Italian, Polish and Czech.

This Net Promoter Cartoon by Directness is licensed under a Creative Commons Attribution-NoDerivs 3.0 Unported License.
Based on a work at customergauge.com (and of course respecting trademarks of Bain, Fred Reicheld and Satmetrix)

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