Areas we measure
NPS provides a strategic overview of customer loyalty, but to fully understand the customer experience, it is recommended to include additional questions on areas such as offering, information, simplicity, and collaboration.
NPS (Net Promoter Score) is a central part of customer relationship surveys and provides a comprehensive and strategic view of customer satisfaction and loyalty. In addition to NPS, Brilliant recommends asking a number of questions that contribute to covering the entire customer experience.
The questions are carefully selected based on the greatest impact on NPS after analyzing customer relationship surveys conducted in many different industries. Below are a number of categories included in Brilliant's recommended survey.
Offering
A question aimed at measuring how well the organization's products and services meet customers' needs. By creating insight into whether customers find the offering relevant and satisfactory, the organization can identify potential shortcomings or opportunities for improvement.
Information
Focuses on the communication between the organization and customers. It is important that customers perceive the information as relevant and easy to understand to create a smooth and efficient interaction. By evaluating this, the organization can improve its communication strategy and ensure that customers receive the information they need in a way they can understand.
Proactivity
Highlights the organization's ability to be proactive and come up with suggestions on how customers' businesses can be improved. By being forward-thinking and offering added value, the organization can build stronger and more rewarding relationships with its customers.
Simplicity
Examines how easy and smooth it is for customers to interact with the organization and use its products or services. Simplicity and convenience are important factors in creating a positive customer experience and maintaining long-term relationships.
Cooperation
Focuses on the quality of the customer's interactions and collaboration with the organization's representatives or contacts. Good collaboration and strong relationships at the individual level can contribute to increased customer satisfaction and loyalty.
Affordability
Targets customers' perception of the organization's affordability compared to competing providers. It is about assessing whether customers feel they are getting reasonable value for the money they invest in the organization's products or services.
Availability
Availability is one of the most important aspects when it comes to customer experience – it should be easy to be a customer. The customer expects to be able to get quick and easy contact when needs arise or questions arise. By evaluating this, the organization can improve its communication channels and response times.
Overall satisfaction
Measures overall customer satisfaction and provides an overall assessment of the customer's experience with the organization. It is an important indicator of how well the organization succeeds in delivering value and meeting customers' expectations. By measuring total satisfaction, the organization can get an overview of its performance and identify areas where improvements are needed.