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What is it?
Customers who have been with you for some time are some of the most valuable Contacts to have. Feedback from these Repeat Customers can help you track how their experience has (or hasn't) changed over time and what you should focus on to change or adopt within your business.
Our Repeat Customer Feature allows you to quickly see, of the customers who have responded more than once, how many have gone from being a Detractor to Promoter or Promoter to a Detractor.
You can also view the key drivers of this change and identify your strongest performers and those in need of additional coaching, segmented by the location or area of the business that you have configured. These key drivers are based off of your "Topic" question in your surveys.
Additional ReadingHow to add Topics to Your Survey How to adjust your Question Keys
Share this with your broader team and with the help of our Team Scoreboard, identify your strongest performers and those in need of additional coaching, view their responses or download the detailed report. Learn from them all and help the rest of your team be more impactful for your Customers.
Important to note:
A Repeat Customer is defined as Contact who has responded in the selected Date Range Filter and at least once before.
Where to find it
A high level view of the movements from Detractor to Promoter or Promoter to Detractor is displayed on the Responses Page. Once you have this configured (see below), you will see a summary of Responses from Repeat Customers in the Responses tab.
Remember, these will be based on the filters you have set in the Filter Bar at the top of the page
From here you can click through to the Take Action page where you can see the total number of Repeat Customers within the responses that qualify for the selected filters. The ‘Previously’ looks at responses in the same time frame, immediately before the selected date range. For example if you selected ‘Last 2 month’ this looks at the 2 month prior to this, for example current time frame is January - February, ‘Previously’ shows you how many repeat customers you had in November-December. This enables you to keep track on how many customers you interact with repeatedly over time.
To see insights on how your repeat customers are moving between being a Promoter and Detractor, you need to have selected a ‘Location’ field for your account. This can be done by any Admin in the Data Management Tab.
KEY TAKEAWAY
You need to a location field configured and have at least 5 responses that fit the criteria for the recommended actions/Insights to show.
We flag Locations that had a significant shift in their performance by tracking customers moving from being a Detractor to a Promoter, vice versa and why. You can also share this easily via Email, view the related Responses, or download their full historical Response data.
Steps to Configure the Location Field
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- Account Admins can Login to AskNicely and navigate to the Responses page. Click on one of the Take Action panels on the right hand side. Scroll down the page and click 'Get Setup'
- Find the data field that you want to track your Repeat Customer data by and make sure the ‘Visible’ checkbox is selected. We recommend using fields like
Branch,LocationorBusiness Subset. Hover over the custom field and click blue 'Edit' link. In the ‘Data Definition’ field select Location (even if this is not a traditional "physical" location custom field) and then Save.
- Account Admins can Login to AskNicely and navigate to the Responses page. Click on one of the Take Action panels on the right hand side. Scroll down the page and click 'Get Setup'
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Now when you navigate back to your Responses page and click on one of the Take Action panels, you will see the Insights based on the data field you selected.