How to analyse your Net Promoter feedback

To get the best insights from Net Promoter surveys, you have to read and analyse your customers’ responses to the open-ended “What is the primary reason for the score you just gave us?” question. We call this “verbatim feedback” or just “verbatims”.

In this article, I’ll explain how you can go about this analysis.

To turn your verbatims into actionable insights, you have to categorise the feedback so you can see what themes are being mentioned most by your customers. In that way you’ll learn what you are doing well that your customers love, and what you’re not doing well that exasperates them.

The most effective way of categorising verbatims is to do it manually in Excel.

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3 listening posts every IT support team should have

Have you ever come across the word “omphaloskepsis” before? It means “contemplation of one’s navel”. Yep, navel gazing. Excessive contemplation of oneself at the expense of a wider view.

IT support teams can be a bit guilty of that. Over-contemplating processes and tools. You want to improve service so you look at your processes and use ITIL as a source of inspiration. And you look at your ITSM software and use its capabilities as a source of inspiration.

But if you want to improve service – in any way that’s meaningful to your customers – you have to look outward too. You have to understand what your customers think of the service you provide. Where do they need you to improve? Getting feedback from customers is critical to improving service.

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6 ways to deliver better service and reduce support costs

Imagine if there was a way to improve customer service and reduce support costs at the same time.

Well, there is.

When Sprint went from being the worst rated telco for customer satisfaction to the best, it reduced its customer care costs by about a third ($2bn a year).

Who said you can’t have your cake and eat it too!

My vision is to stop the Service Desk being the brunt of so many “helpless desk” jokes. I’m going to make ‘The IT Crowd’ unfunny. But one hurdle comes from inside IT. I often talk to CIOs who express their concern that improving service is at odds with their objective to keep IT operating costs down. They see good service and a lean budget as polar opposites. They’re not. Delivering a good customer experience costs less than a bad one.

Here are six ways that you can have your cake and eat it too:

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Are you managing the IT customer experience or ‘just doing IT surveys’?

So, you’re issuing surveys when you close a customer’s IT ticket. That’s great. It means you’ve got a mechanism in place to capture valuable feedback as customers interact with your support team. And you’re probably calculating some sort of customer satisfaction metric. That’s good too – you’re providing IT management with visibility into how you’re performing.

By my estimates, about two thirds of IT teams do what you do. But a growing number of these teams do a lot more than this with their customer feedback. And they’re the ones who are seeing the biggest improvements to IT customer satisfaction.

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4 reasons why you should do IT customer satisfaction surveys

From a decade of IT service improvement consulting, I’ve discovered one practice that reliably leads to real, measurable improvements to IT customer satisfaction. And for such little cost and effort, you’d be crazy not to do it. The lowly IT customer satisfaction survey, issued when a ticket is closed.

Don’t expect results if you just turn on the surveying module in your support tool though. You won’t improve service, make the business any more productive, or improve IT’s reputation. Doing transactional IT surveys well requires a little more effort than that. The survey is just a cost-effective means to getting customer feedback – it’s what you do with it that counts.

So why go to the effort of surveying your customers at all?

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