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Defining Success for You

Elevate Your Customer Experience: Part 7 - Defining Success for You

Once you’ve completed a transaction, how do you know if you’ve delivered a positive customer experience? By measuring it. Develop a feedback system and a set of metrics that provide valuable insights, then use those insights to improve your customer experience.


Start by sending a survey with a Net Promoter Score (NPS). NPS measures customer satisfaction and loyalty on a -100 to 100 scale by asking the question: “On a scale of 0 to 10, how likely is it that you would recommend our organization to a friend or colleague?” You then calculate your NPS by subtracting the percentage of responses in the 0-6 range (Detractors) from the responses in the 9-10 range (Promoters).


The goal is to score as high as possible: Above 50 is excellent, and above 80 is considered world-class.


In your survey, be sure to include other relevant questions, such as:


Did you feel heard and respected during our time working together? Did you feel prepared for each step of the process? Are there any areas you feel we could improve?

Once you’ve collected feedback, analyze it to look for themes. In what parts of the process did you perform well? Where did you receive less-than-stellar feedback? Identify which areas of your customer experience you need to improve on, and adjust accordingly. Remember, this industry is always evolving, and so should you. Look for ways to boost your customer experience, and you’ll see your hard work pay off.

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