INNOFACT has extensive experience in measuring customer satisfaction. The first step in the projects is to define the business areas about which the customer is to be surveyed.
For example, in the retail sector, satisfaction with staff, shop design, product range or labelling of goods can be surveyed, whereas in the industry the focus is more on the quality of the field service, pricing, service perception or product quality. In principle, all so-called “touch points”, i.e. interfaces where the customer has contact with his own company, can be included in the evaluation.
INNOFACT uses the Net Promoter Score (NPS) as an important key performance indicator. This key figure is a measure for recommendation. Usually, the respondent is given a scale from 0 to 10, on which he or she must indicate how strongly he or she would recommend the respective company.
The trick is that only the values 9 and 10 are included in the evaluation as genuine recommendations (see figure). The values from 0 to 6 are even deducted by the promoters. This means that the promoters must predominate in the survey so that the company can arrive at a positive value. Definitely a hard currency!