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Net Promoter as a Marketing Tool: Make comments work for you

Blog by Adam Dorrell
February 14, 2018
One of the most rewarding aspects of collecting customer feedback is when you get a positive comment, especially  a glowing unselfish recommendation from a customer that can be passed around the team as sort of virtual "pat on the back".
“Very easy to use the web site and delivery was extremely quick”
CustomerGauge clients can experience a continuous stream of customer comments, many of which can be published each day to external web sites as testimonials. We show here the latest site to go live with customer comments, Philips Online Store (featured above, also in Dutch, French and other languages). Companies like Philips are surveying hundreds or thousands of transactions each day with CustomerGauge, and depending on their Net Promoter Score are able to use about 15% - 25% of the comments  as positive praise for the service.
“I found the whole purchase and delivery of my iron gratifyingly easy and the product is proving excellent. ”
We offer several ways of showing these comments. The Philips example above is served from an XML feed of comments (available as an API from CustomerGauge) and published with some special code on their site to filter the country and language elements to the relevant pages. Another client uses our RSS feed to publish comments to an intranet site, and also shows the numbers in a dashboard with other key metrics.CustomerGauge also offers a Testimonial Publisher that allows you to easily publish comments on your site in an i-frame. This is straightforward to implement on any site, with just a line of code. You are able to select which comments you which to use with just one click, and if needed edit the text (for example to hide any personal details).[caption id="attachment_1742" align="alignnone" width="312"] CustomerGauge Testimonial Publisher[/caption]Whatever way you choose to display positive comments they are likely to make prospective customers feel more confident about buying. A number of comments updated recently is as important as the content. And as with all comments, we recommend you thank customers when they have left you a kind message.
“The whole experience buying was easy & stress free. My headphones arrived swiftly & are comfortable to use. I am a great fan of Philips as I am still using the iron I was given as a wedding present in 1971. It has been in use daily & despite needing a couple of new flexes over the years has never once let me down. Well done Philips!”
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