To obtain the result we need to ask the following question: on a scale of 0 to 10, how likely would you be to recommend our product, service or company to a friend or acquaintance?
After collecting the responses, you analyze how many were:
Promoters: scores 9 to 10, these are considered loyal and satisfied.
Passives: Scores 7 to 8 are people who are satisfied, but not excited about the solution.
Detractors: scores from 0 to 6 are those who are dissatisfied russian whatsapp number and you need to get in touch and find a solution to improve satisfaction.
These detractors are the kind of people who speak badly and leave a negative review on Reclame Aqui.
To find out if you have more promoters or detractors, simply subtract the value of each of them.
If it gives -100 you have more detractors, if it gives +100 you have more satisfied customers.
The more humanized your service is, the better. And all of this can be done using a chatbot and training your team.
At the end of the training we want our team to:
Understand the objective;
Propose solutions according to the client's needs;
Pay attention during the conversation;
Listen patiently;
Ask what the customer expects to be done;
Ask for feedback;
With all this information you can implement improvements that will impact the customer experience.
Pay attention to comments on social media
Want to know if your reputation is good or not? Then look at the comments you receive on social media, on complaints here, and on Google My Business.
These places are a showcase for the quality you offer; if the reviews are good, you can be sure that this will influence many people to buy from you. However, if they are bad, it is better to stop for a while, understand the reason and offer quality support.