JustOneQuestion
Measure satisfaction, increase loyalty
with one powerful question
as practised by
Google, Allianz, Apple, FaceBook, Brady Corporation, Experian, IBM, Sage, Intuit, Lego, Rackspace,
Dell, Virgin Media, General Electric, Symantec, Maersk, eBay ... YOU?
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Let’s agree the number one goal of
all successful business?
• To create more customers who recommend your company
and your products
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You can achieve that goal through
asking your customers just one
question.
• One candid question which can easily measure customer
satisfaction and loyalty. Which will subsequently help you
to enhance and improve your products
Ask your customer this…
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“How likely is it that you will
recommend (our company or
product) to a colleague or friend?”
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You ask that personal question because traditional
customer satisfaction surveys are not effective
Fact:
Traditional customer satisfaction surveys can have low
response and be unreliable.
•
Because such surveys are mostly long and demand a lot of time and attention.
•
Dis-satisfied customers are also unlikely to respond, leading to sample bias
•
Results are often not actionable or easily understood
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It all begins by sending customers
this simple personalised E-mail ...
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Email sent from JustOneQuestion
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On clicking from the E-mail, this
simple survey screen is displayed ...
1 Question
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When respondees send their view,
they see this thank you message ...
(of course you can change all the copy).
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Thank you
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The response is on a scale of 0 to 10
(Where 1 is - Not at all likely and 10 is
extremely likely).
•
9-10
These are your Advocates and will promote you every chance they get.
•
7-8
They are your "Passively Satisfied" customers, but need to become 9s or 10s!
•
0-6
They are the "Detractors”. Pretty unsatisfied with you and most likely to leave you
for a competing product or service while often and actively saying negative things!
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To get your Loyalty Number
we take the percentage of 9s and
10s and subtract the 0-6s.
That is the number you need to grow
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We segment responses into these 3
core groups and supply you with the
segmented data with individuals’
responses to target your follow up
research
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To sum up
With JustOneQuestion all this is
actioned for you. JOQ will:
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•
Creates the question and attractive layout - personalised and branded. As
often as is required.
•
Manages the E-mailing of survey URLs, each unique to targeted
individuals!
•
Allows participants to complete the question – tick the box!
•
Allows you to track responses and re-mail non- respondees
•
Does the response analysis and categorisation to 3 key groups
•
Calculates your Net Advocacy Number. The ONE number you need to
grow
•
Exports individuals’ details to groups enabling further Consultations,
surveys and dialogues to be used to understand and fulfil customer needs
•
Records the details of the whole process so you can report and manage
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To quote Frederick F. Reichheld's Harvard Business Review
Article which initiated the one question concept:
"The path to sustainable, profitable growth begins with creating
more promoters and fewer detractors and make the net-promoter
number transparent throughout your organization. This number is
the one number you need to grow. It is that simple and that
profound."
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We can undertake the entire survey process or you take
the software (hosted on our secure servers) and do it
yourself.
The process is elegant, simple, efficient and the results
compelling.
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Companies which embrace such tools of engagement - which let you
actively listen to all your stakeholders - will have a distinct advantage
over those who do not.
Please contact:
0845 508 1585
or
jim.sproat@helpingcircles.com