While we all hope that the feedback we gather from our Customer Experience Program will yield glowing reviews, positive shoutouts, and insights for what your organization is doing right, the flip side of the coin is that there inevitably will be customers that are less than satisfied. This article explores how to tackle different scenarios and how to frame your responses to your CX leader and your executive leadership.
What do I do if our overall score is lower than expected?
When setting your goals and objectives for your Customer Experience Program, a target score is essential to measuring the gap between your organization's expectations and the actual outcome of your Feedback gathering.
If scores come in as being considerably lower than you were initially expecting, this is perfect fodder for an impactful conversation right out of the gate. You can use Filters, Leaderboards, and Theme Buckets to tease out common strands in the Responses you are receiving and come up with an action plan to address issues.
We are advocates of finding tangible, solvable issues to focus on first; a fantastic first step is to use our Reply Templates to schedule a call with your detractor responses to get a better understanding of what isn't going as well as can be hoped.
Another quick win, if you have imported a field on your Contacts page that contains the names of one of your teammates (i.e. "Account_executive" or "Customer_Success_Manager"), is to use our Leaderboards to identify high performers, giving shoutouts to those that are receiving the most positive feedback. This is a key function of our Frontline Coaching module.
Ultimately, an NPS score should be a measure of improvement at an organizational level over time - so if things haven't gotten off to the best start, don't fret! That means your team has lots of headroom to show improvement and growth once you begin tackling the issues that are impacting your customer experience.
My Response Rate is low. What do I do?
Response Rate takes the amount of Responses and divides it by the number of surveys that were delivered. (Surveys that "bounce" / don't make it to their intended recipients are not counted.)
This can be an indicator of overall engagement with your brand as a whole. When looking at lower-than-expected Response Rates, it is important to think about your customer correspondence holistically:
- How many emails in general are we currently sending to our customers?
- Is it possible that newsletters, product updates, sales pitches, etc have fatigued your audience?
- How frequently are you surveying your customers? What is your Global Contact Rule?
- Have you personalized your Survey Templates with Custom Fields?
- AskNicely believes surveys should feel simple, personal, and Responsive.
- Wording in your Subject line should reflect this attitude.
- Emails should be sent be sent from an actual person, not a team or a brand.
- AskNicely believes surveys should feel simple, personal, and Responsive.
As with low scores, pitch a low Response Rate as something you can improve over time. "Today, it's not great - but with a few tweaks to our process and a better sense of surveying our customers at the right time, we will improve!