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Leaders in organizations that use Net Promoter Score® know that the benefits and the ROI significantly outweigh the hard and soft costs of performing a survey.

In every client survey that Butler Street has performed, there have always been opportunities uncovered to generate additional revenue as well as protect existing client relationships.

Feedback gathered through the survey from loyal customers serve to create a whole new library of customer testimonials. Other “gold bricks” come in the form...

Common pitfalls to avoid when surveying customers Net Promoter is the industry standard (not just for the print industry) for measuring customer loyalty.  It provides a benchmark to be able to quantify customer loyalty along with actionable insights to be able to protect and grow the business.  Whether you use Net Promoter Score or any other customer satisfaction survey, or if you’re considering, here are four common pitfalls to avoid:

It happens. Someone working at one of your customers states, "I've never heard of your company." How could that be?

We regularly perform Net Promoter Score® surveys and in almost every survey, there is at least one Detractor response (someone who rates the company a 6 or below) that includes the reason, "I've never heard of [company name]",  or, "who is [company]?" Sometimes it is a handful, and sometime even more than that.

Invariably, the question that gets posed to us is, "Can these responses b...

Each week, Butler Street Research receives survey responses on behalf of our clients using the Net Promoter Score and specific follow-up questions designed to capture their customers’ experience with their organization. 

If you’re familiar with the Net Promoter Score question, you know that it is a single question used to measure customer loyalty asking, “How likely is it that you would recommend [company] to a friend or colleague?”  On a scale of 0-10, anyone that rates the company a 9 or 10 is...

If customer rates you a “6” or below on a Net Promoter Score® survey, they are considered a Detractor.  Detractors are likely speaking negatively about your company.  They may be actively looking to leave, but the good news is that they haven’t yet, and now you know.  It is a best practice to follow-up with any Detractors (those that rate the company a 6 or below) promptly (recommended within 24 hours).  Butler Street sends electronic notifications for detractors as the responses come in, prior...

To retain and grow in large accounts, you need to understand the current overall governance, build relationships with multiple people at multiple levels, understand their strategic initiatives, the changing needs of their customers and how your solution is aligned with their goals, perform Quarterly Business Reviews, consistently measure client risk, and constantly be proving the value you are delivering.  Then when a Key Decision Maker or Influencer changes (known as a Changing of the Guard®),...

Clients want less suppliers, not more.  A relationship that is more like a rope than a string is much stronger and helps to reduce overall client risk.  Multiple relationships create greater opportunities for cross-selling and for leveraging referrals.

Your job is to make each moment of truth that you have contribute positively to your brand.  If everyone in the organization follows the same mantra, single positive experiences with one client will turn into multiple positive experiences for multiple clients, it will distinguish your brand in the marketplace, and… result in growth.

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Getting your Net Promoter Score isn’t the end goal

August 14, 2018

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