Sometimes, knowing what to ask is the biggest challenge in collecting customer feedback, according to a recent article in eMarketer.
The article cites a survey of 2,500 businesses last year by SurveyMe. One-third of companies said that knowing what to ask customers is one of their biggest challenges when it comes to collecting feedback.
Perhaps that’s one reason Net Promoter surveys are so popular. They are incredibly simple – “how likely are you to recommend us to a friend, on a scale of 1 to 10?” But as we all know, simple isn’t always best. This recent blog talks about some of the limitations of Net Promoter Score.
There’s good news. Teradata’s Customer Satisfaction Index (CSI) Analytic Solution helps you dig into the data you already collect from multiple channels to dynamically derive feedback about customer satisfaction. After some upfront analysis to understand how events or series of events correlate with customer satisfaction, you can use our Guided Development Interface to build scoring rules. You can then dynamically execute analyses on a regular basis within the interface, Teradata Aster AppCenter, business intelligence tools and other solutions.
If you’re stalled trying to decide which questions to ask your customers, register for our upcoming webinar “What’s Missing In Your Net Promoter Score?” You’ll learn how to leverage your customer data to answer the questions you’ll wish you were asking all along.