How to Close Customer Feedback with NPS®?

1. How to Close Customer Feedback with NPS®? Learn with Zonka Feedback www.zonkafeedback.com

2. What is Closing the Customer Feedback Loop? Closing the Customer Feedback Loop is taking action on the Customer Feedback. It is the process that involves responding to the customers on their feedback, implementing changes in your business as per the customers' suggestions and resolving customer complaints (if any) and telling them that you have worked on their feedback. www.zonkafeedback.com

3. What is NPS®? NPS or Net Promoter Score is one of the most popular and effective metrics used to gather Customer Feedback in terms of measurement of Customer Loyalty towards a brand or an organization. A common question is asked to the customers in an NPS® Survey. On a scale of 0 to 10, how likely would you recommend this brand to your friends, family and known ones 0 being "Not at all likely to recommend" and 10 being "Most likely to recommend"? www.zonkafeedback.com

4. How to Close Customer Feedback with NPS®? The first step to utilizing NPS for Closing the Feedback Loop is following it up with an open-ended question to ask the reason for ratings given by the customers. This will enable you know your strengths and weaknesses and you will get to know where you need to make improvements in your products and services. After this, you should work on the feedback of promoters, detractors and passives separately because you cannot respond and take same actions on the feedback of a Promoter and a detractor. Let's explore the actionable steps you should take. www.zonkafeedback.com

5. 1. Closing the Feedback Loop with Promoters Promoters are the most satisfied customers as they have given you a rating of 9 and 10. For Closing the Customer Feedback Loop, you should: Show Gratitude Show gratitude by thanking them for their feedback. Give Rewards Give them small rewards like discount on next purchase, free coupons etc. Ask Them to Refer Ask them to refer their friends and also give something as referral bonus like a 5% more discount or a free voucher etc. www.zonkafeedback.com

6. 2. Closing the Feedback Loop with Passives Passives are actually an opportunity for you to show them that you and your brand are the best and thus change them into promoters. Here is what you should do to Close the Feedback loop of the passives. Offer better products and plans Search for better products or service plans for them and offer them those plans which benefits them Give them exciting offers Give them exciting offers like discount on next purchase, combo offers etc. Delight them Do something to enhance Customer Delight. Delight them with exceptional service, small surprise gifts and free vouchers etc. www.zonkafeedback.com

7. 3. Closing the Feedback Loop with Detractors Detractors are the most crucial findings of your NPS Survey on which you need to work on. They are the ones who can affect your sales adversely by their negative reviews, comments and bad word-of-mouth in the market. If their feedback loop is not closed properly, they can harm you like anything! Here is what you should do to change their views about your brand. Prioritize Them Listen to Them Accept, Apologize and Empathize Take required Action Inform them of the Action Offer tokens of apology www.zonkafeedback.com

8. START MEASURING NPS & CLOSING THE FEEDBACK LOOP SIGN UP NOW Try for Free for 15 days. No credit card required Set up in less than 15 minutes Choose from Expert NPS® Survey Templates Measure Customer Feedback & Close the Feedback Loop www.zonkafeedback.com

9. CONTACT US www.zonkafeedback.com hello@zonkafeedback.com +91-9999849771, +1 646 846-6000, +44 2033 896000 START MEASURING NPS www.zonkafeedback.com