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Resonate blog

To prove that we firmly believe in eNPS programs (Employee NPS®), we ran our own eNPS study with the staff at Resonate and wrote this blog to describe the process and outcomes. The results were very powerful and are already making an impact. We used the first survey to gather the NPS, the reasons for the score and we also asked for ideas for “key drivers” that we could include in future surveys.  It is important to...

Closed Loop Feedback programs are often based around measuring Net Promoter Score® but they can also be based around other satisfaction measures. The most important element of the closed loop feedback program is that you are willing (and able) to act on the feedback and not just run reports.  Ideally, you need to develop a process of reviewing feedback regularly and tracking how it changes over time so you can continually improve and exceed customers’ expectations.   Most closed...

The explosion of customer feedback from social media, text boxes in surveys and the data from call centre voice recognition software have driven innovation in the field of text analytics. Text analytics is essentially a way to automate the process of reading the comments and coding them with the underlying message – both the subject and the sentiment. It uses language algorithms that are surprisingly accurate to understand what a customer is talking about and tag their...

Net Promoter Score℠ programs are based on the research undertaken by Satmetrix to identify which single satisfaction measure was the best predictor of business growth. It turns out that the best measure is advocacy. NPS® surveys are therefore designed around the following question. “How likely are you to recommend [insert brand] to your friend/colleagues?” The answer is given on a sliding scale from 0-10 with 0 = Highly unlikely and 10 = Highly likely   The people that select 0-6...

The purpose of VoC programs is to provide a process for systematically listening to customer feedback in order to understand what is being done well, and not so well. But it is critical that companies use this intelligence to identify less than ideal customer experiences and actively resolve those issues. The Six Sigma approach DMAIC “Define, Measure, Analyse, Improve and Control” is a perfect fit for ensuring that VoC programs fulfil their potential. Define – we define what...