There are serious flaws with using existing metrics such as NPS and CSat to motivate your team to help them perform better.
Customer expectations have evolved beyond satisfaction. Customers now crave happiness, so even a high score fails to reflect whether your business is performing as it needs to.
NPS is a confusing metric from -100 to 100 that causes big problems. Employees don’t understand the scale so they never know if they’re performing well. This causes teams to lose focus and affect performance.
The Customer Happiness Score® takes business back to the basics. If you consistently make your customers happy, your business will take care of itself. Measuring Customer Happiness is crucial.
That’s why we’ve created the game-changing new score:
The Customer Happiness Score®.
It’s an accurate, yet simple, measurement of your business’ performance that will align your whole team behind delivering Customer Happiness.
Ask your customers The One Question
The customer will answer The One Question: “How do you feel?” by clicking on one of five emoji faces that resemble their feeling. Once they’ve clicked on a face, they’ll be prompted to “Tell us more…” to find out why they feel the way they do.
By keeping the survey simple, you will get up to 20x the responses of other feedback surveys.
These are your unhappiest customers who are most likely to complain about you
They are your biggest risk of damaging word-of-mouth marketing and online reviews that will impact your business’ reputation.
Unhappy customers have problems with your business but are unlikely to tell others
Although they will do minimal damage to your reputation on and offline, you’ve certainly lost them as a customer.
These customers don’t have strong feelings either way about your business
They had an OK time and might buy from you again, but they will be on the lookout for better experiences from your competitors.
These customers like your business but have a reason for not being actively happy
They will give you key insight on how to improve because, despite liking their experience, they thought it could have been better.
These are your happiest customers
They will be your most loyal customers who will recommend your business to others and rave about you. You should be aiming to make all of your customers Actively Happy.
Your score is calculated with our patent-pending formula
The Customer Happiness Score®, a real-time measurement between 0-100, is calculated from your feedback to help you grow.
If all your customers are Actively Happy, your score is 100. If all of your customers are Actively Unhappy, your score is 0. Simple.
Align your team behind your score
Communicate your score from the staff room to the boardroom. Display it on your intranet, send regular emails around, put your live score on screens in your offices and staff rooms.
Everyone should know what your score is so they know when they’re doing well or when performances need to improve.
Set targets for individuals, departments and your team as a whole
Every team within your business should have a target to reach to ensure continual improvement.
These targets will gamify happiness across the business, focusing your whole team on delivering Customer Happiness.
Customer Happiness Score® can complement or replace existing bonus schemes to boost motivation across the business.
Empower teams to make decisions to improve your score
Now that your team understand how your customers feel and why they feel that way, your team will have the insight they need to make informed decisions on how to improve your business.
These decisions should be led by your customer feedback, so they entail little risk for the business.
Become a self-correcting, self-directing business
With your team making key business decisions and using your Customer Happiness Score® to review and improve each decision, you have created a self-correcting, self-directing business that looks after itself.
By empowering your teams you will have more time to work on your business! That means you’ll have more time to work on growing your business than ever before.