Many B2B companies use Net Promoter Scores (NPS) to evaluate customer outcomes and make important customer-related decisions.
The use of NPS scores attempts to distill diverse customers' complicated feedback about a company into a single score. It asks the question, "How likely is it that you would recommend our company/product/service to a friend or colleague?"
While helpful as a general indicator of customer sentiment, NPS scores alone provide an incomplete picture of customer relationships and often can lead to an imperfect understanding of the current health of a company's customers.
http://news.gallup.com/businessjournal/228047/ways-beyond-nps-fully-understand-b2b-relationships.aspx?g_source=link_NEWSV9&g_medium=TOPIC&g_campaign=item_&g_content=3%2520Ways%2520Beyond%2520NPS%2520to%2520Fully%2520Understand%2520B2B%2520Relationships/
Today, brands in all industries are facing new challenges. There has never been more feedback online, and the expectations have never been higher. For a business, online customer support is no longer an option. Customers are demanding more, and they want answers at their fingertips. In this digital and social media age, where customer experiences are laid out on the table for other customers to see, companies want to understand how engagement and experience are affecting customer relationships, and they are using feedback to measure it.
http://www.convinceandconvert.com/customer-experience/measure-customer-experience/
Organizations use a variety of data collection techniques. While some are polished and highly effective, others are a jumbled mess and the results look worse than a teenager’s bedroom. If you’re in the latter, good luck trying to make sense of it.
Some organizations have clung to using paper forms. Yes, a form that was created at some point in history and has survived many generations via the copy machine. This means customers and employees are still using a long outdated process to collect data. Paper forms can lead to a truckload of errors – mainly due to poor handwriting, lost forms, paying someone to accurately type the form information into a database, which can lead to typos – thereby rendering the data inaccurate, and the time required to manually input this data possibly worthless. And this could represent a single department in a large organization. If several departments use this same methodology, the error rate may increase by a magnitude.
If this is your data collection process towards building a stronger relationship with your customers, you could be starting off on the wrong foot. If it takes too much time to respond to customer inquiries, or if you can’t because the data is incomplete, you’re probably going to have an uphill battle on your hands if your goal is to impress the customer.
https://customerthink.com/how-companies-can-initiate-customer-relationships-through-smart-and-actionable-data-collection/
