Having a pulse on your customer is critical to your organization's success. Incorporating customer feedback into your organization’s execution sets the right message within your organization and ensures that everyone is focussed on delighting customers.Run a VOC Program Today
Use the Scorecard to track your customer feedback. The scorecard and KPIs have already been built for you in the SuccessBLOC.
We measure success for the customer and success for the business
Drive best in class customer loyalty
Overall NPS - The NPS for your organization across your entire customer base. Choose the NPS metric to aggregate the results on.
% of Promoters - Track your overall % of Promoters
% of Detractors - Track your overall % of Detractors
% of Passives - Track your overall % of Passives
Track NPS by Customer Journey stage
Maintain a high campaign response rate
% of users who responded to the campaign
Customer segments have been created for you and to power the KPIs on this SuccessBLOC’s scorecard. You may need to adjust or add fields according to your business and data model.
List of Detractors
List of Promoters
List of Passives
Users targeted by NPS Campaign
Users who provided a NPS Response
Help your team with company and industry best practices to shorten the learning and training time and create consistency across your engagements.
About this SuccessBLOC and how to use it
Voice of the customer program - Summit Presentation and Video by Robyn and Laura Talbot (Autodesk)
Convert Detractors to Promoters
Convert Passives to Promoters
Convert Promoters to References
Automate your communications on behalf of the company or the customer success manager using campaigns to send automated emails triggered by various goals. Here are a few examples:
Please give us your feedback
Reminder, Please help us improve
Close the loop with Promoters
Close the loop with Detractors