Can Callexa Be Applied to All Industries?

While many people consider Net Promoter Score® surveys to be a simple rating scale from 0 to 10, in reality NPS® has two sides - the quantitative (the rating) and the qualitative (the feedback) side. Just as an unanswered email is frustrating for the average user, there are few things that discourage a customer satisfaction professional more than an NPS survey that was only given a rating but no qualitative feedback.

The title of the blog article poses an exciting question that all companies should ask themselves that want to survey their B2B customers with the Net Promoter Score in order to receive feedback.

The customer survey via Net Promoter Score® has the advantage over other forms of survey in that you receive relevant customer feedback promptly when you need it most.

The new Callexa Feedback is slimmer, faster and clearer than its predecessor. The focus was set on a structural update that puts Callexa on a more robust footing. The main focus here is on the optimization of user management, data processing and data connection of external systems. The process has changed noticeably, especially in the area of survey-making and the replies.

With Net Promoter Score surveys you measure the likelihood that a customer will recommend your company to their personal and / or professional environment. The higher the resulting NPS® value, the higher the chance of a recommendation, as well as a sign that your customers have become active promoters for your company.

With the Net Promoter Score® you measure and analyze customer satisfaction in order to find out more about what people like or dislike about your product or company. Used correctly, NPS is the most valuable metric for measuring customer loyalty and satisfaction.

Is your Net Promoter Score a reliable metric to measure what customers think of your business, or is it biased? This is a common question that can be particularly worrying for small businesses that already have close relationships with their customers.

In our Net Promoter Score articles, we talk about ways to use NPS surveys to improve the customer lifecycle and increase the accuracy of survey results. A common mistake that is made in relation to NPS surveys is to pay attention purely to the statistical evaluation, but not to take a closer look at the results and further feedback.

An NPS® survey is about much more than just the quantitative rating customers give your company. You can track your customer score, but it's the qualitative feedback that gives you the “why” behind it and puts the customer's voice in the foreground.