3. Conduct customer satisfaction surveys
Posted: Wed Feb 19, 2025 3:28 am
After a while in the market, we end up getting used to the routine of work requests and project delivery. However, have you noticed the degree of customer satisfaction? Do you know their opinion about your work?
A satisfaction survey will answer these and other questions. There are several models and you can choose the most accessible one for your business. One of the most famous is the NPS (Net Promoter Score). Through the question “on a scale of 0 to 10, how likely are you to recommend the company to your friends?”, you will obtain results that will position consumers in the following groups:
Detractors (scores 0-6): These are people indonesia phone number list with negative experiences. Your concern is to change their minds;
Neutral (scores 7 and 8): These are consumers who are not very satisfied, but do not usually jeopardize the brand's reputation;
Promoters (Grades 9 and 10): These are the most passionate customers. It is important to think of ways to keep them, as they are opportunities to help the company stand out.
4. Monitor agency KPIs
Key performance indicators (KPIs) show us the success rate in relation to a certain objective. This is important so that we know the rest of the way forward and so that we can set plausible goals for the agency. The importance of monitoring metrics is due to the possibility of changing actions at the right time, generating savings in resources and energy. Some important KPIs are:
conversion rate;
number of potential customers;
organic traffic;
bounce rate;
ROI (return on investment) calculation.
A satisfaction survey will answer these and other questions. There are several models and you can choose the most accessible one for your business. One of the most famous is the NPS (Net Promoter Score). Through the question “on a scale of 0 to 10, how likely are you to recommend the company to your friends?”, you will obtain results that will position consumers in the following groups:
Detractors (scores 0-6): These are people indonesia phone number list with negative experiences. Your concern is to change their minds;
Neutral (scores 7 and 8): These are consumers who are not very satisfied, but do not usually jeopardize the brand's reputation;
Promoters (Grades 9 and 10): These are the most passionate customers. It is important to think of ways to keep them, as they are opportunities to help the company stand out.
4. Monitor agency KPIs
Key performance indicators (KPIs) show us the success rate in relation to a certain objective. This is important so that we know the rest of the way forward and so that we can set plausible goals for the agency. The importance of monitoring metrics is due to the possibility of changing actions at the right time, generating savings in resources and energy. Some important KPIs are:
conversion rate;
number of potential customers;
organic traffic;
bounce rate;
ROI (return on investment) calculation.