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The NPS (Net Promoter Score) has become a popular customer loyalty metric among enterprise executives. However, the score alone is insufficient in providing clear and actionable guidance on what requires improvement within your organization. To really benefit from NPS you need to ask additional questions that get to the root of customer dissatisfaction and share that feedback with the relevant people or teams in your company. This will enable you to proactively engage your customer while making informed decisions for enhanced strategy, performance and results. Kampyle's online feedback solutions fully embody this approach and not only complement NPS, but take it to a whole new level. Using Kampyle, you can easily measure NPS as well as collect, analyze and share highly-detailed and actionable customer feedback with the appropriate stakeholders in your organization.
Going Beyond The Ultimate Question Kampyle's unobtrusive feedback forms can be placed on any page or process on your website, and can be completed in seconds, being mindful of your customers' time. While the standard NPS question, "How likely are you to recommend our service/product to a friend or colleague?" remains the same, Kampyle offers your customer a quick and intuitive way to share why they chose to be Promoters, Passives or Detractors. By clicking on a category tab (as show in the image below) the feedback provider clarifies which areas or issues are driving their selection. They can also add a free-text comment describing their issues in more detail.
Digging Deeper to Grow Stronger Once the NPS feedback has been submitted, Kampyle allows you to easily slice and dice the data for informed decision making that will drive your company's growth. Promoters, Passives and Detractors can be segmented with any and all available information. For example, Kampyle enables you to identify root causes for customer satisfaction (or the lack thereof) for each customer segment. With a powerful yet easy-to-use reporting system, you can view and analyze within each or all NPS customer segments:
The ability to quickly gauge your enterprise's overall health with a single NPS number is useful in letting you know whether you need to make changes. When combined with the actionable information Kampyle provides, you'll also know which changes you need to make. By integrating NPS with our online customer feedback solution, we have empowered you to drill-down into your data, identify critical issues and confidently make the necessary changes to enhance your products or services, increase your customer loyalty, and most importantly, grow your bottom line.
Closing the Loop - Converting Detractors into Promoters When your customers share their feedback with you via Kampyle's system, you are well equipped to proactively engage your customer in real-time and transform Passives and Detractors into Promoters. With feedback intelligently prioritized and routed to designated teams, your sales, support and operation staff will be alerted to situations where they can convert potentially lost sales, provide loyalty-building assistance and continually improve on all aspects of the user experience.
