The professionalization of small and medium-sized business management offers an invaluable opportunity to grow and become a leader in the sector. Defining indicators, analyzing and evaluating our work is a key point for continuous and strategic improvement in organizational culture. If there is something that motivates and constantly challenges us, it is ensuring customer satisfaction and achieving excellence.
Listening to our customers’ opinions and analyzing them is a powerful tool to get to know them and understand both their needs and the expectations they have when choosing our products and services. The Net Promoter Score method, better known as NPS, or Net Recommendation Index (2), is the engine to improve the customer experience.
It is a key tool to ensure that each interaction with our brand is positive. We could also define it as the engine of transformation, because this active listening to what each person thinks and feels allows a company to innovate and improve day by day so that each client becomes a promoter of our brand.
What does the NPS method measure? Companies measure customer experience and satisfaction based on strategic questions to rate the degree of recommendation of products, channels and services. Based on the rating, users are classified as promoters, neutral or detractors of a brand.
In this way, we can identify areas for improvement and implement the changes that our customers value. The challenge is clear: to offer products and services that not only meet, but exceed their expectations.
How do we do it? At Barbieri, every 6 months we send a questionnaire to our clients so that they can anonymously answer a series of strategic questions for the company and thus find out their opinion on the innovation and quality of our products, as well as their level of satisfaction with the quality of attention and support received from our team.
Looking at this year’s results, we have once again managed to reach the Excellence Zone, the highest category. Below this are: Quality Zone, Improvement Zone and, finally, the Critical Zone.
Strategically managing a company to ensure customer satisfaction involves a constant commitment to achieving excellence. Likewise, a business policy focused on the customer allows us to build loyalty among our promoters and even boost business. In this way, at Barbieri we celebrate those who choose us every day.
Barbieri Regional Marketing Manager
Source: Ambito
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