Listen360 gathers feedback by asking one simple question of your customers after they have purchased your services or products. That question is, “How likely is it that you would recommend us to a friend or business associate?”.
After purchasing your service or product, your customer automatically receives an email from you (via Listen360) that contains a link to provide the response to this question. This link opens a web page, where in fewer than 30 seconds your customer can provide you with their numeric satisfaction level and Listen360 can categorize them for you as a detractor, passive, or promoter.
Based on their numeric response to the question, “How likely would you be to recommend us …?”, your customer is asked one additional question designed to provide you with critical intelligence about your business. Detractors are asked, “How did we disappoint you?”. Passives are asked, “What can we do to improve?”. Promoters are asked, “What is it you like about our products or services?”. Using the cumulative numeric scores provided by your customers, Listen360 calculates your Loyalty Profile Score.
It is worth noting that requesting customer feedback via email is considered superior to alternative methods, such as telephone survey, post card, or comment card. It has been shown that the indirect, non-confrontational nature of email increases the respondent’s likelihood of candor, making the responses both more accurate and less susceptible to manipulation.