When implementing any software, it is key to think about your end goals: what are you trying to achieve with starting AskNicely? Where do you want to end up?
Some common objectives our customers set from the beginning are:
- Establish a baseline score
- Build Consistency into Customer Experiences
- Celebrate Wins & Identify Coaching Opportunities
- The list goes on....
Establish baseline score
The most important thing when getting started is establishing a baseline score so that you know where you stand.
By a "baseline score", we mean a score that is representative of a large percentage of your customer base, and has leveled-out because there are enough responses to not cause big swings in the score.
For example, NPS is calculated by taking the percentage of the Promoters and subtracting the percentage of Detractors. For the first few weeks of surveying, your overall NPS score may shift pretty drastically - if, for example, you've only sent 100 Surveys to your 5,000 clients, one rough day of responses with three detractors might swing the score down dramatically. Whereas once you've sent 4,000 surveys, three detractors in one day will just be one bad day - it won't swing the score 30 or 40 points down.
Once you've got a baseline score, you can use it as a bedrock for your overall Customer Experience program to measure your improvement over time.
Build Consistency into Customer Experiences
Measuring your Customer Experience helps you identify the pitfalls your customers run into, the gaps in your existing processes, and where your organization differentiates itself from the competition. When looking at your Response data, a key focus should be trying to extrapolate where your organization is falling short and making changes as needed.
Our customers are always keeping a lookout for longterm intractable issues that are baked in to your business models, such as "Support ticket resolution times are too slow" or "package delivery has been inconsistent" - seeing these issues pop up consistently in your Theme Buckets or you can monitor your NPS SaaS platforms have found success with our platform by using our date filters (and the aforementioned Theme buckets) to track score changes after large product releases.
Lots of options here, but the longterm goal should be identifying Customer Experience problems at the source and making a permanent fix.
Celebrate wins & identify coaching opportunities
The impact an individual can have on your customer experience is massive, whether it's a standalone Frontline worker going the distance to help a customer or a Frontline Manager inspiring a whole team. AskNicely helps you identify the best performers, create opportunities to highlight individual achievements, and coach the rest.
- Leaderboards are a great way to identify high performers - Leaderboards are created by bringing in fields that indicate for each Contact which team member is responsible for their success.
- The Theme Bucket feature allows you to group common keywords from the Comments provided in your Survey Responses. You can use individual team member names or the titles to capture and group responses relevant to those groups.
- Frontline is our upgraded Coaching Platform that takes this response data to the next level.
The List goes on...
AskNicely is such a flexible tool that can be used for many feedback gathering purposes - there are so many options for what can be done with it. If you have specific use-cases you'd love to share, consider joining the AskNicely User Panel to give your feedback! We'd love to hear from you.