Bring, a Norway Post brand, is one of the largest postal and logistics companies in Scandinavia. Bring uses TextIt to measure customer satisfaction after each delivery. Since signing up in March, they’ve collected SMS feedback from over 5,000 of their Express customers in Norway.
Says Bring: “For us it’s important not only to think about the distribution of goods to the world, but also to make every customer satisfied, whether they’re small or big.” Bring employs a number of methods to measure customer satisfaction, SMS being the most convenient.
How it works
After each delivery, the package recipient receives a personalized SMS message from Bring that seeks to establish their Net Promoter Score, followed by a request for a reason (1 for delivery, 2 for driver behavior, 3 for condition of the goods, and 4 for service performed as promised”) and a comment to provide more insight into the customer’s rating. They then follow up with customers to learn more.
Net Promoter Score
Net Promoter Score is a customer loyalty metric that can be used to gauge the quality of a service's customer relationships. Proponents believe it’s a key indicator of growth. It’s calculated through responses to a single question:
How likely is it that you would recommend us to a friend or colleague?
Respondents are asked to rate the likelihood on a scale of 1 (extremely unlikely) to 10 (extremely likely).
Those who respond with a score of 9 or 10 are called Promoters. Promoters are likely to exhibit value-creating behaviors like purchasing more, purchasing again, remaining customers for longer, and making positive referrals to other potential customers.
Those who respond with a score of 7 or 8 are called Passives. Passives are satisfied but unenthusiastic customers who are likely vulnerable to competitive offerings.
Those who respond with a score of 6 or below are called Detractors. Detractors are are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.
Calculating your score
The Net Promoter Score is obtained by subtracting the percentage of Detractors from the percentage of Promoters. A company’s score can range from a low of -100 (if every customer is aDetractor) to a high of 100 (if every customer is a Promoter).
Closing the loop
What good would this information be if it wasn’t actionable? Services who seek to learn their Net Promoter Score are encouraged to follow up with customers who’ve provided feedback to learn more, and attempt to change a Detractor into a Promoter.
TextIt makes this process easy, allowing you to send emails to your customer support team containing the names and contact information of Promoters, Passives and Detractors.
Use this sample survey to find your Net Promoter Score and assess brand loyalty:
In the example above, you'll note that TextIt's flow logic
allows you to collect a customer's rating and a comment about your service, send this information to your customer support CRM via email, then direct them to a coupon located on your site in 3 messages. The conversation flows naturally, and no two conversations are the same.
Here's an example of how that email might look:
Use TextIt to find your Net Promoter Score
Bring recognizes the importance of establishing a convenient, direct line of communication with customers. What’s your Net Promoter Score? How do you compare to competitors? Do customers feel like you offer value and quality? Use TextIt answer these questions and more.
to sign up for a free account, no credit card required. Got a question? Contact us at firstname.lastname@example.org - you're guaranteed a quick response.