Customer Satisfaction and Recommendations

Clear customer centricity ensures long-term company success. Satisfied customers are loyal customers and they actively recommend your company to others. Dissatisfied customers, on the other hand, pass on their dissatisfaction in different ways which will have a negative effect on the purchasing decisions of others. Companies can secure a competitive advantage by utilizing learnings from customer satisfaction surveys and anchoring them within the organization. Increased customer satisfaction leads to increased revenue growth. 

Do you know how happy your customers are? ​

A simple, yet very meaningful method for surveying customer satisfaction is the Net Promoter Score (NPS). The NPS describes the customers' willingness to recommend a brand. Based on a rating scale, customers are identified who would or would not recommend the brand to others. The higher the Net Promoter Score, the better the brand is perceived by customers – and the better the recommendation rates. In the overall context of optimizing the digital customer experience, the Net Promoter Score is a powerful tool for increasing sales. To increase the NPS, measures can be taken at the levels of products, services, or processes.

Depending on your corporate context and customer journey, the Net Promoter Score should be structured differently.

• As a key figure, the Net Promoter Score should be considered in combination with other NPS values (e.g., in relation to the industry average or over several points in time) and qualitative methods (e.g., customer statements).
• It should be measured at different points in the customer journey in order to gain different insights into customer satisfaction.
• Various survey approaches enable the Net Promoter Score to be measured in the B2C and B2B sectors.

We utilize methods to make the Net Promoter Score even more meaningful and to identify concrete potentials for improvement. In order to exploit sales potential, it is not enough just to take a  survey of the NPS. It must also be followed by implementation measures to increase customer satisfaction. We can provide you with support in this area!