It’s easy to experience customer survey overload. Just this week, I’ve received surveys about a recent doctor’s visit, a car oil change, and upcoming movies from my local theater. Let’s not forget my health insurer inviting me to take a survey to join a member advisory panel—who will take surveys about a range of issues.
All the more reason that we want to thank all of you who took the time to participate in our recent customer survey. We take your responses very seriously.
Along with annual business reviews and interactions with our Client Success Managers, we use the survey to understand client priorities for products and services, areas in which we are doing well and areas needing improvement.
Survey highlights
Overall, we received high ratings from our clients. Our Net Promoter Score rose 4 basis points, from +55 in the previous year to +59, a 7.2% increase. NPS measures how likely a client would be to recommend Nordis to a colleague or friend.
We dove into more specifics, too, such as service quality provided by your CSM and value for money. We saw the biggest increase, up 3%, in how well we fit our clients’ business needs. Our responsiveness and issue resolution scores remain very high.
As for products and services, we found email and text messaging are top of mind for clients as well as USPS’ ACS™. For more details on these and other solutions, see the related newsletter article Our Suite of Digital Solutions for Expresso Improves CX and Efficiency.
Addressing customer priorities
We learned from our last survey that some clients wanted a better experience with the Expresso® content editor, including making it easier for self-service use for those who desire it. We took that input to heart and have updated the content editor with enhanced HTML, page preview and content management capabilities. Now, all new clients receive the updated version from Day 1, and we will be transitioning existing clients to it as they make enhancements to their programs.
Based on this year’s survey findings, Nordis is providing advanced data and technology training for Client Success Managers. We also are presenting the survey data during Client Business Reviews to supplement our findings with client examples and additional feedback on how we can continually improve and develop additional client-centric capabilities for Expresso CCM platform users.
Our goal with this survey is to become a better company, to continually improve on the value and innovation we bring to clients. But there’s also no need to wait for the annual survey if you have an idea or need. Please reach out to your CSM any time to share your thoughts.
