NEWS27 June 2014

Collecting NPS data made easier with new tool

News North America

US — Enterprise survey technology provider, Qualtrics, has launched an NPS wizard to help companies collect accurate, real-time NPS scores, benchmarks and customer feedback data.

The tool, which combines Bain & Company’s customer loyalty expertise with Qualtrics’ enterprise survey technology platform, means the NPS wizard is available to help companies gather the fast data and insights needed to improve the customer experience.

The wizard helps organisations easily launch a functionally accurate NPS survey, allowing them to track and act on voice of the customer feedback. Additionally, built-in reporting allows companies to view and contribute to industry benchmarks and to understand how their business compares to others within the industry. “NPS is an incredibly reliable customer loyalty metric that, when used correctly, has distinct benefits for companies and customers alike,” said Ryan Smith, CEO, Qualtrics.

Fred Reichheld, Bain fellow and founder of the Net Promoter System SMadded: “For more than 10 years, hundreds of companies globally have been using NPS as a practical tool to help connect with customers and foster growth. It’s time that organisations big and small have the ability to accurately link customer feedback to real business outcomes. This new tool will build the foundation for smarter and better investment decisions.”