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XStak - Net Promoter Score

XStak - Net Promoter Score

Owned by Noreen Ayesha
Last updated: Mar 07, 2023
2 min read

Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction. It is based on the likelihood of customers recommending your product or service to others. We are planning to collect customer feedback depending on their experience of using XStak products.

 

Event Date

To Be Decided

Event Date

To Be Decided

Title

XStak - NPS

Goals/Outcome

  • Improve customer satisfaction

  • Increase retention

  • Boost revenue

  • Improve customer collaborations, communication, and relationships

Moderator

  • @Malik Waleed Tariq @Noreen Ayesha

  • MODERATOR – The moderator is responsible for organizing and facilitating the NPS. The moderator makes sure that customers are responding and the customer feedbacks are being communicated to the teams to be worked upon

Participants

XStak - Clients

Pre-Survey tasks

  • A survey should be finalized which will be sent to the clients - status:Done

  • Platform through which these surveys should be conducted - status:Done - Google Forms

  • Decide the frequency of conducting survey - status:Done - Once a quarter (4 times a year)

Survey to be shared

https://docs.google.com/forms/d/1wvUuTX2cBM4nQoqOQk5FxI3ZvSLjDxkHpEnCBADssp0/edit

Timeline for the Survey

  • Responses will be collected within 10 working days (2 weeks)

  • NPS will be calculated within 2-3 working days once response is collected

Initiation Communication

Hello everyone,

We hope this message finds you well. In order to service our clients better we are constantly improving and refining our customer experience at XStak and for this we will be conducting a Net Promoter Score (NPS) survey in the coming weeks to gather feedback on your experiences with our company.

Your opinions and feedback are extremely valuable to us, So please ensure that majority of individuals involved in operations provide their response.

The NPS survey is a quick and easy way for you to share your thoughts with us. We will be sending out a survey link soon, and we would greatly appreciate it if you could take a few minutes to complete it. Your responses will be kept anonymous, and we'll use them to help improve our services and better serve you in the future.

Thank you for your time and feedback. If you have any questions, please don't hesitate to reach out to us.

Best regards,
Team XStak.

Post-Survey tasks

  • Follow-up with 'Detractors and Promoters' via emails or Google-meet

  • Detractors are unhappy customers, who rated their experience between 0 and 6

  • Promoters are customers who loved their experiences and gave you scores of 9 and 10

  • Communicate results to your team and take action according to the response: Make sure you communicate your NPS results to your team and take action based on the feedback you receive

  • Follow up message :

Dear Team ,

Thank you to those who have taken the time to complete our NPS survey. Your feedback is extremely valuable to us. If you have not yet completed the survey, we kindly ask you to do so at your earliest convenience.

We also request that all clients dealing with operations submit their maximum number of responses to ensure we have a comprehensive understanding of their experience.

Feel free to reach out to us directly through XAP or your respective groups.

Thank you for your continued support.

Best regards,

Team XStak

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