How to get customer feedback

I’ve been lucky in my career to have had access to many different learning experiences and I’ve taken something away from all of them. When the feedback sheet gets handed out in real life or digitally, I try my best to complete them as I know it’s important when it comes to recognising what’s been great and what could be better as well as giving people a stab at the holy grail of trying to put a measure against team and individual development.

going with the flow

My business and what we do at Calm In A Box constantly evolves – I wouldn’t have it any other way and the flexibility and creativity at the heart of it sits deep in my value set and preferred approach to life and work. So when it comes to measuring what we do, I know this is something that is going to be fluid as I continue to learn and develop and shape how we best support organisations to enable their people to thrive.

Net promoter score

What I am clear on is that I want any learning evaluation or feedback to be short, simple, engaging and enable a clear next step and for that reason, at this time, I’ve selected Net Promoter Score (NPS) as the key measure for our CALM programmes and experiences.

give us a shout out

NPS is a metric that many experts will say is the only question we really need to know the answer to when it comes to customer experience- how likely are they to refer us to someone else? It’s also been proven that organisations with higher NPS scores experience twice as much growth as their competitors with lower scores.

measure the love

To calculate NPS, start with the ultimate question, “How likely are you to recommend us to a friend or colleague?” and score the answers on a zero-to-ten scale. This scale is familiar and easy for customers to understand. And the responses tend to cluster in three groups, each one characterized by different attitudes, and more importantly, different behaviours linked to economic value.

promoters versus detractors

Your Net Promoter Score is simply the percentage of total customers who are promoters (those who scored 9 or 10) minus the percentage who are detractors (those who scored 0 to 6) therefore your maximum score potential is 100 with a minimum of -100.

calm scores on the doors

And how is CALM shaping up? I’m delighted to say that our recent CALMfest scored 75 and with Slow Down in 60 we are currently running at a score of 60. What I like is that we can easily keep tracking this over time to spot the trends and also work with customers to understand what we need to do to help shift their score upwards.