Introduction
The customer is king, and everybody wants to know their opinion. This new strategy to listen to the Voice of the customer has underscored the importance of measuring customer experience metrics such as NPS (Net Promoter Score), usually offered by most customer experience management software. But is NPS a reliable metric based on which organizations can build their marketing strategies? I wish it could be, but it is not. When Fred Reichheld, a partner at Bain & Company, introduced the concept of NPS in feedback management software in 2003, the idea of measuring CX to win customers was in its nascent stage. Now, nearly two decades later, people are asking, – Is the concept of NPS so sanguine that they can base their customer feedback management platform strategy entirely on it?
Shortcomings of the unsatisfactory sample size
In most cases of feedback management software, the questionnaire response rate is very poor. Most people don’t even care to look at the questions, leaving aside sending a reply. The tactic of forcing customers to get a response from them can make customers unhappy.
Lacks contextual background
Typically, the experience management software asks customers whether they are happy with a particular decision that they have made. Such surveys don’t drill down on “How” and “Why”. NPS scores calculated from such surveys may lack contextual background.
Customer prejudice
An apropos NPS may look like a distant reality if the customers are biased in their responses on account of some good or bad experiences. For example, if the customer is feeling happy, which might or might not be related to your company, they may give a favorable response; conversely, if they are unhappy, they may give a negative response even to the best feedback management software.
How WovVXM can measure CX beyond NPS
Reach a wide audience
This cloud-based experience management tool provides different channels to capture customer feedback; for example, you can send emails, SMS, and do social sharing to capture CX. If you can reach a wide audience, there is a greater chance that more and more people will respond to your survey.
gives a complete picture
It gives you a chance to include contextual questions like “How” and “Why” in this top CX analysis software to give a complete picture of the scenario and thus be more accurate.
Is largely unbiased.
You have the choice of when and where you want to capture feedback in the customer journey. Thus, you may choose if you want to capture the feedback when the customer enters the store, makes the purchase, or some time after the purchase.
Similar to our customer loyalty software, we offer inspection and audit management software that helps you create quick survey forms and compliant and safe business ground over which you can build your business castle.
