In our recent discussions, we've delved into the critical flaws of Net Promoter Score (NPS®), particularly its devolved reliance on email as a primary data intake method. However, beyond its questionable data collection approach, NPS® falls short in another crucial aspect: proactive customer service, especially for retail-oriented businesses including banks and credit unions.
While email surveys remain the cornerstone of NPS® data collection, they present a significant missed opportunity for businesses to be proactive in preventing negative reviews or experiences from leaving a store or branch. For businesses committed to proactive customer service and continuous improvement, embracing a more real-time feedback tool becomes imperative.
Here's why real-time feedback tools are considered superior to NPS® in detecting and addressing customer satisfaction, and Realtime Promoter Score™ (RPS™) is the better tool for your customer or member-obsessed organizations:
Timely Issue Resolution:
By capturing feedback in the moment directly after purchase, businesses can identify and resolve issues as they occur, leading to quick resolution and improved customer satisfaction.
Immediate Insights:
Real-time feedback tools offer immediate insights into customer satisfaction, allowing businesses to address issues promptly and prevent them from escalating or becoming a terrible online review on Yelp, for example.
Dynamic Customer Experiences:
Real-time feedback captures the dynamic nature of customer experiences, enabling businesses to adapt and adjust offerings to meet evolving expectations.
Increased Engagement:
The immediacy of real-time feedback requests increases customer engagement, resulting in more accurate and relevant insights.
Adaptability to Change:
Real-time feedback tools enable businesses to adapt to changing customer preferences and market dynamics swiftly.
Preventing Escalation:
Proactively addressing concerns in real-time prevents negative experiences from escalating and tarnishing the brand's reputation.
Integration with the Customer Journey:
Real-time feedback tools can seamlessly integrate with the entire customer journey, providing insights at various touch points for continuous improvement.
By embracing real-time feedback, businesses can proactively address customer needs, prevent negative experiences, and ultimately deliver exceptional service that sets them apart in the competitive retail landscape.
It's time to shift from NPS® to a more proactive approach to customer feedback like Realtime Promoter Score™ (RPS™). Let's embrace the power of real-time insights to drive continuous improvement and enhance the overall customer experience.
Are you ready to make the shift to Real Time Customer Service with Realtime Promoter Score™ at a Point of service terminal?
Point-of-sale (POS) feedback terminals are physical devices typically placed in retail stores or service establishments where customers can provide feedback about their experience. These terminals often feature simple user interfaces and are designed to capture customer sentiments quickly and conveniently. While traditional POS feedback terminals typically rely on touchscreens, buttons, or keypad inputs, there's potential for incorporating intuitive hand gestures into future iterations of these terminals. Gesture recognition technology, combined with touchless interfaces, offers customers a more intuitive and hygienic way to provide feedback.
We at VeroTerra believe that your customers or members deserve human-centric technology through intuitive hand gestures as they offer unique advantages for capturing customer feedback in a timely manner. Our patent-pending solution takes the friction out of customer feedback. We spent two years developing our technology to get you the ground truth in a fun way that will delight your customers. We wanted to make customer or member feedback easy as a thumbs up!
To learn more about VeroTerra and our patent-pending intuitive hand gesture solution, visit our website and see a demo.
Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld. Net Promoter Score℠ and Net Promoter System℠ are service marks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld. Coro® is a service mark of Bain & Company, Inc.
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