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title: "#1 tip to improve your NPS program response rates"
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THE most exasperating thing? If no one responds. Let's change that.

| View in browser Hi there,   I talked to a friend about his Net Promoter program the other day. He’d built a very user friendly, short survey, and had just kicked off with their first round of surveys.   He said, “I thought 80% would respond. But that was not the case AT ALL. It’s very challenging indeed.”   The key issue here is, if your customers don’t respond, how can you tell if they’re a Detractor, Passive or Promoter? How can you begin to improve things?   This is why response rates are one of the most difficult and exasperating parts of a VOC program.   So, how can you improve yours?   Here’s one absolutely KEY tip from Gemma Beddow, Head of Customer at Briggs Equipment UK (and a speaker at our upcoming conference).   In a recent interview with us, Gemma said,   “The most common response we get to closing the loop is, ‘oh, I didn’t think anyone actually read my response.’ We’ve had messages that say ‘you know what, next time I’m going to respond because I didn’t realise anyone did anything with the surveys.’” This is a key learning we teach at CustomerGauge. No, your customers aren’t just sick of surveys. They’re sick of being ignored. They’re sick of their advice leading to no action.   Set your teams very clear follow-up targets and hold them to it with a case management system. You’ll see improvements in no time.         Like this insight? Join us at our event, Monetize! this year. Gemma Beddow will be presenting how she built a world-class NPS program—One which closes the loop with 97% of survey responses on average under 11 hours!   Gemma’s just one of our fantastic speakers with incredible stories and best practices for building a B2B VOC program. Get your ticket here (bring a friend, colleague or team for a hefty discount for you all). Get Your Ticket CustomerGauge, 200 Portland St, Boston, MA 02114, United States, +1-844-211-3932 Unsubscribe Manage preferences |
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