We see it time and time again: companies are blind to gut feeling. And yes, intuition is important. But if you want to grow, adjust or make a real impact, you need more. Enter: the customer survey.
Not just a questionnaire that dangles somewhere at the bottom of a newsletter. We are talking about a strategic survey, smartly designed, targeted and correctly analyzed.
Why you should definitely do this:
- You'll discover the real reasons why customers choose and stay for you.
- You learn where the pain points are. Not only in your service, but often also in your communication, approach or even product.
- You get gold in your hands to scale up your marketing, sales and strategy.
- A wealth of insights (that you're still leaving behind)
- Your customers' responses aren't boring data. They are a direct mirror of your organization. You can do something with what they say:
- Which promises do come across and which don't?
- What do they really find unique about you, versus the competition?
- Where is the doubt or frustration they were afraid to express to your sales?
And that's not to mention the hidden ambassadors. The customers who are so satisfied that they can't wait to recommend you. You just have to recognize them.
Measure your NPS, but also do something with it
The Net Promoter Score isn't a fancy dashboard KPI. It is a barometer of your relationship with your customers. And above all: a starting point to get your customers moving.
But note: a You must interpret the NPS score correctly. Don't compare yourself to any company. What a good score is depends on your sector, market, and customer type. A score of 30 can be excellent in one sector and downright mediocre in another.
That's why we analyze you NPS always in context. What does it say about the experience of your customers? What are the underlying reasons of promoters and critics? And how does this vary by segment or region?
NPS as a lever:
- A high NPS? Congratulations. Now it's time to activate those fans. Think: reviews, testimonials, ambassador campaigns.
- A low NPS? Good thing you know. Time to have a conversation. What's wrong? What else do they expect?
But above all: how can you, as an organization, make that difference?
NPS is not a secret figure for management alone. Communicate results and insights openly within your organization. Everyone contributes to customer satisfaction: from reception to production, from logistics to billing.
When everyone understands what makes customers happy and what makes them drop out, you'll work together to improve. In this way, customer focus does not become a department, but a mindset.
From insights to impact
At Holmes & Watson, we don't believe in queries that disappear in a folder. What we do is listen strategically and translate it into action:
- Segmentation: What customer types do you actually have? And how do their needs differ?
- Positioning: What do they really appreciate about your offer? And how can you play that out more strongly?
- Sales and marketing strategy: How do you ensure that your message arrives, tailored to each customer type?
- Ambassador plan: How to make happy customers your biggest marketing channel
And now, honestly: when was the last time you really asked your customers something?
Not about an order. Not about a delivery. But about what they find much more important:
- What you mean to them.
- How they experience you.
- Whether they would miss you if you disappeared tomorrow.
Time to take a different approach?
Do you want to grow, but not on your gut feeling alone? Let us get to know your customers better together. We help you ask the right questions, analyze the answers and do something with them.
Because really listening to your customers? That is not a nice-to-have. That is pure strategy.
